Team Lead Customer Service

**Join Envalior**:
In your role as the Function Team Lead, you will become the vital link for our Customer Service Representatives (CSRs), seamlessly connecting their daily tasks with the intricacies of customer processes and order management.

This essential position requires you to ensure that all customer inquiries are handled with utmost efficiency while adhering to our established guidelines and protocols. When challenges arise, you will be instrumental in assisting CSRs to create innovative and effective solutions through close collaboration with the relevant departments.

If further escalation is necessary, you will promptly bring issues to the attention of the Customer Service Manager for resolution.

Your core mission as a Team Lead is to enhance and manage the entire order-to-cash cycle from the first order placement to the last payment collection while diligently following our internal policies and adopting a proactive stance towards customer needs.

Additionally, you will be tasked with spotting potential opportunities and risks within sales planning by thoroughly analyzing customer behavior, ultimately contributing to an improvement in our service delivery and overall customer satisfaction.

**Main Responsibilities**:
As a key player, you will coordinate the tasks outlined below, partnering seamlessly with numerous internal and external contacts while reporting directly to the CSM:

- Oversee and enhance the OTC processes through effective monitoring and support to ensure alignment, development, coordination, and standardization.
- Sustain adherence to guidelines and procedures.
- Conduct ongoing evaluations of process effectiveness.
- Provide assistance and clarification during uncertain situations.

**Requirements**:
**Team Management and HR Responsibilities**:

- Lead a sub-team while managing HR-related tasks.
- Oversee workload distribution and establish priority settings.
- Coach and nurture the development of the CSR.
- Set clear targets for team members.
- Conduct performance reviews for each team member.
- Initiate hiring processes in collaboration with HR.

**Performance Enhancement**:

- Continuously assess resource requirements to secure and elevate team performance, including FTE and tools.

**KPI Supervision**:

- Integrate KPIs into daily tasks and monitor their development and trends within your team.
- Investigate root causes and proactively implement countermeasures in case of unfavorable trends.

**Receivables Management**:

- Perform weekly analyses of accounts receivable.
- Identify and bring attention to customers exhibiting critical payment patterns.
- Take initiative in collaboration with sales to manage high-risk customers and align on necessary actions.

**Interface for Internal Stakeholders**:

- Serve as the point of contact for multiple internal stakeholders during escalation scenarios, aiding in the resolution of:
- Production issues
- Transport issues
- General customer expectations
- Make informed decisions in consultation with colleagues from various departments within the sub-team.
- Engage higher management when addressing overarching or previously unresolved challenges.

**Sales Analysis**:

- Conduct team-level analyses based on historical data, current orders, and forecasts, including sales/order figures for the current and following months.
- Collaborate closely with SALES and Demand Planning.

**Complaint Process Management**:

- Act as the Complaint Processor.
- Substitute for the Complaint Coordination role in case of absence.

**Consignment Stock Analysis**:

- Analyze team-level data based on historical trends, current orders, and forecasts to ensure optimal stock levels.
- Propose inventory fill-up optimizations.
- Identify consignment stocks that should be closed.
- Act as CSR for specific customers to maintain a continuous understanding of their needs.

**Social Competencies**:

- Strong sociability and diplomatic negotiation skills.
- Excellent rhetorical abilities.
- Reliability and attention to detail.
- Resilience in high-pressure situations.

**Professional Qualifications**:

- In-depth knowledge of relevant programs and processes.
- Specialist knowledge regarding the product range and organizational structure.
- Proficient use of SAP and MS Office.
- Strong command of English. Dutch and German is a plus but not essential.

**Role Complexity and Challenges**:
This position demands strong analytical skills to recognize intricate relationships, consolidate diverse information, and define actionable strategies. Exceptional communication abilities are essential to achieving collaboration across various internal departments. A natural inclination for leadership, combined with the social capability to manage employees, is also crucial for success in this role.

**Benefits**

**WHY ENVALIOR?**

**Competitive Compensation**:
Join us at Envalior and enjoy competitive compensation packages, inclusive of a global bonus program and individual performance