team leader, Customer ServiceW. R. Grace

Job Description
Major Responsibilities
Perform periodic review of work processes, develop and update work instructions and process maps as necessary.
Review and validate documents attached to sales order or purchase order ensuring that key controls are met.
Provide support (through coaching and mentoring) and guidance to CSR I and II, and ensure high level of motivation within the team.
Review customer complaints and issues and ensure that they are immediately addressed and closed. Necessary corrective and preventive actions are put in place.
Oversee work transitions and project implementations and ensure seamless work processes
Ensure that key performance metrics and scorecard targets are met.
Ensure continuous improvement initiatives on existing work stream, and successful new work transition.
Provide leadership support to CSRs handling specific country locations in processing orders to the corresponding business unit (i.e., Material Technologies or Catalyst Technologies) assigned.
Assist in sustaining an effective Business Continuity Plan (BCP).
Required Experience
Bachelor's degree in Business related course
Six Sigma trained / certified
Minimum 3 years-experience in the same position
Preferred Qualifications
Knowledgeable in procurement, sales order process, and bank negotiable instruments
Experience working for US-headquartered multinationals
Results-oriented; proactive and independent
Excellent communication skills
Ability to thrive in a fast-paced business environment
Strong analytical ability
Knowledge in logistics, i.e., shipments monitoring, export documents, shipment incoterms, is an advantage
W. R. Grace

Muntinlupa City, Metro Manila
Permanent
Full-time