Team Leader, Customer Service
1 month ago
Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils
We are now looking for a Customer Service Team Leader to join our team in Mumbai, India.
Customer Service Team Leader is a combined role of leading the Customer Service Team in India and performing as individual contributor. Customer Service Team provides a wide range of customer interface activities including order management, complaint handling and solution finding as well as customer interaction about products, logistics and sales conditions to India, Bangladesh and Sri Lanka.
We are looking for a Customer Service professional who already has first leadership experience (1 - 2 years), or experienced Customer Service individual contributors who are willing to take the next step.
What you will do
Customer relationship management
Order management – order entry, progression and communication of orders to all necessary parties, proactive intervention in process disturbance situations, optimizing load to achieve the effective distribution of goods
Customer data maintenance
Complaints handling
Customer communication related to pricing, products, sales conditions, technical questions and supply chain, organization and control of samples and testing, technical documentation and brochures
Support in following up payments
Lead and manage the Customer Service team development & performance with prompt feedback
Support and coach the team members daily
Lead and manage the Customer Service team development & performance with prompt feedback
Develop a team culture which assumes active role in delivery of customer objectives in conjunction with Sales
Seek opportunities for continuous improvement
Relay the company and sales strategy and objectives
Support the team and customers with UPM Raflatac 's tools and strategies in e-business
Support and coordinate the proactive activities of the team
Other additional tasks as requested by the supervisor
Who you are
You are Customer Service professional ready to take the next step in your leadership role
You are a quick learner and ready to develop yourself
You have min Bachelor’s degree in relevant education and experience in customer service with track record of successfully handling customers (preferably B2B)
Having 1 year Customer Service Leadership experience is a plus
You are fluent in English
You have good interpersonal and communications skills
You have good organizational skills and can prioritize workload
You work well as a part of the team as well as independently
You are proactive and take initiative
You are flexible, easily adapt to different situations and work efficiently under pressure
You show commercial awareness
You have supply chain knowledge and knowledge about import or exports is an advantage
You have a customer service mind-set, you are able to build, maintain and improve customer relations and understand customer needs
You pay attention to detail and work with high accuracy
You are flexible, open to changes and have experience or are interested in working in a continual improvement environment
You have good problems solving skills in order to achieve win-win solutions
This is what we offer for you
A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils.’ Our work is impactful and transformative.
A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.
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