Customer Service Team Lead

Provide service to customers and manage an assigned area of expertise/responsibility or a team by coordinating, supporting and following up to achieve development, improvements, and best possible service.

Responsibilities:

• Coordinate and develop assigned area of responsibility and/or guide CSD members to ensure a workforce which is competent, engaged and enabled to meet Jotun’s current and future needs.
• Provide supervision and assistance and/or guidance within expertise area to customer service team to attain departmental and organisational goals.
• Execute and support in order handling, invoice processing and related tasks in cooperation with internal stakeholders as well as suppliers and customers.
• Monitor and follow up on open orders by coordinating with the production and distribution planning on the availability of Finished Goods in order to enhance the delivery performance.
• Extract and analyse periodical reports for the Manager, Sales department and other stakeholders in order to communicate the expected delivery dates for customers’ orders.
• Support the teams to deliver the correct assignment of tasks and/or plan the team’s workload, orders, invoices, service complaints, emails etc., taking the necessary actions when solutions are required in customer critical situations.
• Ensure team members competence is in accordance with the competence matrix and IFS processes putting development plans in place where needed.
• Supervise accuracy of IFS data processing, ensuring all effort is made to proactively encourage improvements.

Qualifications

• Bachelor’s degree in Supply Chain, Logistics, Business Administration, or related field.
• 3+ years of experience in supply chain \ customer service operations, and knowledge of import-export processes, including customs and regulatory compliance.
• Strong communication and negotiation skills; proficient in English, advanced Excel, and ERP systems.
• Experience or strong interest in data science and analytics,
• Comfortable working cross-functionally