Customer Service Support Team Lead

Permanent employment / Barcelona, Catalonia, Spain

As a Customer Service Support Team Lead, you will supervise activities and personnel of the Customer Service Support Department serving Customer Service in country to achieve service quality standards and client satisfaction. Ensure all activities within Customer Service Support are performed to the required standards in accordance with existing procedures in a timely manner.
Key Accountabilities

Personnel Supervision
Monitor all aspects of the Customer Service Support Department’s performance.
Approve working hours, monitor employee attendance, and provide adequate departmental coverage according to the OSC policies.
Train new employees and coordinate cross-training with internal Omya departments.
Develop and update Customer Service Support training programs.
Review, update and revise departmental procedures and ensure they are being followed. If changes to existing procedures are required, provide recommendations to the Manager of Customer Service Support Europe for review and implementation.
Regularly share the knowledge of commonly used concepts, practices and procedures within assigned team.
Complete and conduct yearly Employee Performance Reviews, in conjunction with the Manager of Customer Service Support; Provide regular feedback to CSSR’s regarding their performance.
Conduct initial interviews with potential employees and make recommendations to the Manager of Customer Service Support, regarding the qualifications and suitability of each candidate; Work with Human Resources to narrow the selection, choose a final candidate and make an offer to hire.
In coordination with HR and line manager, maintain documentation regarding performance of employees to ensure that local regulations are adhered to.
Motivate staff to extract a high level of productivity and a healthy team environment; Provide general and specific guidance and direction to staff in all areas of the Customer Service Support job function, including problem solving skills.
Back-up of Customer Services Support colleagues as required.
Customer Service Support Activities
Coordinate and monitor SAP process returns, credits and debits in SAP in accordance with existing procedures.
Investigate and resolve customer complaints and other related issues to ensure complete customer satisfaction.
Ensure proper complaints closure in Sales Force in accordance with existing procedures, and in a timely manner.
Provide support to Customer Service for month-end closure with credit notes or debit notes creation in a timely manner.
Participate in meetings with the different stakeholders (Head of Customer Service country, Sustainability team…)
Be flexible to adapt to Customer Service requests regarding country specifics ensuring cases are documented if justified (standardization).
Provide and send the following documents to the external customers: - MSDS, Product data sheets, … - Special questionnaires (Master data, environnement, Bank, supplier info,) - Lists and special requests (SAP extractions,)
Ensure creation and follow up QSHE Sales Force tickets, Regulatory Affairs Sales Force tickets.
QSHE Compliance
Maintain safe working conditions and practices to achieve a zero (0) lost-time injury record within are of responsibility.
Perform work duties in accordance with Omya Quality Systems Manual procedures & company policy, and ensure team follow all procedures and policies.
Requirements
University degree (Bachelor’s) or equivalent.
3 to 5 years of customer service experience in a manufacturing environment.
Previous supervisory experience, preferably in a fast-paced team environment.
Excellent command of both oral and written local language and English.
Knowledge of an additional language is considered an advantage.
Strong attention to detail and accuracy.
Ability to work under pressure with an enthusiastic attitude.
What do we offer?
50% Hybrid Work Model: Flexibility to work from home and in the office, promoting a healthy work-life balance.
Ticket Restaurant: Daily meal allowance to support your well-being.
Flexible Retribution: Kindergarten & transport benefits.
30 Labor Days of Holidays: Ample time off to relax and recharge.
Language Lessons: Access to language lessons to support personal and professional growth.
Medical Insurance: 60% company-subsidized medical insurance, with the option to extend coverage to family members at a competitive rate.
Open and Modern Office Environment: Work in a collaborative, innovative, and comfortable space designed for your success.