Team Lead Customer Service-1

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Job Description

Are you inspired by “what’s next”? So are we.

When you join the Ketjen team, you contribute to a better tomorrow. You will play a role in powering many of the world’s largest and most critical industries, from energy and communications to transportation and electronics. We are putting innovation to work to improve people’s lives and we want YOU to be a part of it.

Ketjen Corporation, a wholly owned subsidiary of Albemarle Corporation, is seeking a Customer Service Lead. The position will be based out of the Clear Lake Office located in Houston, Texas.
 

Position Overview:

As the Customer Service Team Lead, you will play a crucial role in ensuring the highest level of customer satisfaction by leading and guiding a team of customer service representatives. Your primary responsibility will be to supervise daily operations, provide coaching and support, and contribute to the development of strategies to enhance overall customer service effectiveness.

Responsibilities:

· Team Leadership:

- Lead, motivate, and develop a high-performing customer service team.

- Foster a positive and collaborative team environment that encourages open communication and continuous improvement.

- Conduct regular team meetings to share updates, set goals, and address any challenges.

· Operational Excellence:

- Oversee daily operations to ensure efficient and timely resolution of customer inquiries, concerns, and escalations.

- Monitor key performance indicators (KPIs) and implement strategies to improve team performance and achieve service level objectives.

- Collaborate with other departments to streamline processes and enhance overall customer experience.

· Training and Development:

- Provide comprehensive training to new team members and ongoing coaching to existing staff.

- Identify areas for skill development and implement training programs to enhance the team's capabilities.

- Conduct performance evaluations and provide constructive feedback to team members.

· Customer Advocacy:

- Act as the first point of escalation for complex customer issues, ensuring swift and satisfactory resolution.

- Gather customer feedback and insights to contribute to product/service improvements.

- Champion a customer-centric mindset across the organization.

· Reporting and Analysis:

- Generate regular reports on team performance, customer satisfaction, and other relevant metrics.

- Analyze data to identify trends, areas for improvement, and opportunities for efficiency gains.

- Present findings and recommendations to upper management.

· Additional Responsibilities:

- Lead the Customer Service Team located in the region responsible for order fulfillment and related processes.

- Define the team’s strategy and objectives, taking into account Ketjen’s and OTC strategy and objectives.

- Responsible for maintaining strong and sustainable collaboration with other aspects of the business, stakeholders, commercial team, etc.

- Build and manage employee capacity, support their professional development, review and assess performance, and enable employees to optimize their contribution to the department.

- Conduct audits, lead month end activities for closing, order launches, and process improvement.

· Qualifications:

- Bachelor's degree in Business Administration, or a related field.

- Proven experience in a customer service leadership role.

- SAP Experience is strongly preferred.

- Chemical Background would be a plus.

- Strong leadership and interpersonal skills with the ability to motivate and inspire a team.

- Exceptional communication skills, both written and verbal.

- Proficiency in using customer service software and tools.

- Analytical mindset with the ability to leverage data for decision-making.

- Strong problem-solving skills and a customer-centric approach.

Benefits of Joining Albemarle

• Competitive compensation

• Comprehensive benefits package

• A diverse array of resources to support you professionally and personally.

We are partners to one another in pioneering new ways to be better for ourselves, our teams, and our communities. When you join Albemarle, you become our most essential element and you can anticipate competitive compensation, a comprehensive benefits package, and resources that foster your well-being and fuel your personal growth. Help us shape the future, build with purpose and grow together.