Customer Service Team Lead - Automotive

The primary purpose of the Customer Service Team Leader is to:

• Act as the tactical lead on all issues pertaining to achieving the monthly S&OP plan within the market,
• Leading tactical aspects of market- specific projects,
• Being the primary liaison between CSSRs and the Customer Service Supervisor and supervising the CSSSs within the market.
• This includes tactical management of bookings to maximize order level, trial/new business oversight, new product creation, leading change within the team, training of new personnel, and CSSR desk coverage when team members are not available. The team leader is also a crucial first step on the help chain for CSSR issues.
• Additionally, the Customer Service Team Leader is accountable for working across business units and departments to develop and implement new processes for the market and flow paths.
• The incumbent recognizes that accident and injury prevention are equal in importance to production, quality, delivery, recovery, and cost control. The incumbent accepts the responsibility to work safely and promote safety consciousness among other employees.

• Acts as the first-level help chain in the daily guidance of the CSSRs on their team. The incumbent is accountable for ensuring the entire CSSR team is current on training, which includes the training of new employees within the team as well as refresher training and new process training for existing CSSRs.
• During the monthly S&OP cycle, takes the new booking plan from the Demand Manager and assure the location booking tool is aligned with the new S&OP plan. Collaborates with CSSRs, the Supervisor, the Demand Manager, and Account Managers to maximize booking potential for the flow path.
• Is prepared to take leadership of customer conference calls in place of the CS Supervisor to lead tactical action planning. Reports high-level details to the CS Supervisor.
• Ensures that all standard work processes are updated and maintained. Proactively identifies and implements new processes to streamline team processes.
• Acts as a resource to audit new contracts, items, ASATs, etc. to ensure that all requirements are met.
• Assists in problem solving and identifying ways to proactively eliminate ARI generation and also acts as a help chain for the resolution of ARIs and past due invoices.
• Develops and in-depth understanding of their market’s products, their physical and mechanical properties, manufacturing flow paths, characteristics, sizes, and benefits so as to be able to effectively service our customers.
• Obtains an in-depth understanding of each customer’s end-use and their processes so as to understand the needs of each customer and use that information in collaborative effort to provide world-class sales service to the customer base. Able to service each CSSR’s desk within the Market Team and act as a backup as required. Utilizes this in-depth understanding to train personnel within the Market Team.
• Understands the application of lean manufacturing principles to commercial processes. This includes, but is not limited to, leveling, make-to-use customer connections, design of stores, and application of “Rules in Use” to commercial processes. Not only understands these concepts but is also able to sell them to our customers and play a strong role in their implementation.
• Manages Customer Sales & Service Support (CSSS) employees within the market to achieve monthly targeted order entry results. Monitors order entry to ensure targets for total orders entered, on time entry, accuracy of orders, and customer claims/injuries are met. Collaborates with the NA Pricing Manager and the CSSR Team Leaders from other markets to ensure that best-practices are shared, standard procedures are adhered to and in place, and all non-order-entry & administrative duties are executed. Collaborates with the NA Pricing Manager and other CSSR Team Leaders to develop order entry process improvements and adherence to ABS principles. Establishes processes and training to avoid costly “sales-related” order entry errors.

• Associates degree from an accredited institution
• Minimum of 2 years Customer Service experience
• Employees must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.
• This position requires access to controlled technology, as defined in the Export Administration Regulations (15 C.F.R. §730, et seq.) and/or the International Traffic in Arms Regulations (ITAR). Authorizations from the relevant government agency may be required to meet export control compliance requirements.

• Bachelor’s degree from an accredited institution
• Prior success in leading inside sales projects.
• Prior success working with cross-functional teams, including those outside of the department.
• A strong interest in developing and implementing SOPs.