Customer Service

Syensqo; Wrexham; Hybrid; GBP 45,000 - 57,000; Full time

Benefits offered by this job

Language courses

Training platform

Local benefits

Maternity leave

Job summary

Syensqo is seeking a Customer Service Team Leader for the Wrexham, UK hub. You will lead a team of about 10 CS representatives, ensure day-to-day sales processes run smoothly, and drive customer satisfaction across internal and external stakeholders.

Working in a hybrid model, you will manage performance reviews, support continuous improvement projects, and partner with the Global CS Manager to align service metrics with business goals.

Qualifications

• 2 to 4 years experience in a similar role - Education to a degree level preferred
• Confirmed supervisory and people management experience
• Customer and order management experience
• Working with ITAR materials and documentation may be required

Responsibilities

• Manage day-to-day activities of a team of ~10 CS Representatives
• Ensure customer satisfaction and effective service delivery to internal and external customers
• Engage with stakeholders to understand business expectations and contributor roles
• Own Continuous Improvement projects as defined by supply chain strategies
• Lead quarterly service reviews and metric analytics
• Work in the office 3 days a week (minimum) with 2 days remote where possible

Skills

People management

Customer focus

Project management

Communication

Team leadership

Education

Degree preferred

Tools

SAP

Salesforce

Job description

Customer Service

Regular

Wrexham, United Kingdom of Great Britain and Northern Ireland (https://www.google.com/maps/place/Wrexham,United Kingdom of Great Britain and Northern Ireland)

Syensqo is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

Role and Responsibilities

We are looking for:

As the Customer Service Team Leader co-responsible for the Wrexham, UK. European Hub, you will lead the team ensuring day-to-day operational execution of the Sales processes, managing a team of Customer Service/Order Management Representative. You will work with the other CS Hub Leads as the Customer Service Global Manager to identify and implement improvements in daily operational processes. It will be your responsibility to work through the team with management support to deliver customer satisfaction. Also in conjunction with the Global CS Manager, you will prepare and lead the review of Service performance with the business line leaders within the zone.

We count on you for:

Managing the day-to-day activities of a team of approximately 10 Customer Service Representatives (CSRs) and ensuring the members are appropriately trained.

Ensuring customer satisfaction and effective delivery of service to all levels of internal and external customers as well as the continuity of business.

Internal and external customer engagement is a must to help understand the expectations of the business and the role of each contributor

Owning specific aspects of Continuous Improvement and other projects as defined by supply chain strategies to solve complex situations

Leading service reviews quarterly and metric analytics

Working in the office 3 days a week (minimum) with 2 days offered remotely with the understanding that some events may require you to be in the office all week.

You can count on us for:

This role offers a unique opportunity for the candidate to be the key point of contact for the monthly revenue recognition/sales process. It gives the candidates the opportunity to develop their skills by providing a contact and escalation point for day-to-day issues for the team and for the stakeholder's business. Additionally, you will be able to engage in specific Continuous Improvement Projects as the need dictates and also drive continuous improvement topics within the team and its operations.

Experience and Skills

You will bring:

2 to 4 years experience in a similar role - Education to a degree level preferred

Confirmed supervisory and people management experience Customer and order management experience

Working with ITAR materials and documentation may be required

Essential Skills

Excellent communication, coordination, initiative, and collaboration skills Acute customer centricity

Ability to manage projects

Microsoft Excel / Google Suite proficiency

2-4 years SAP and SalesForce knowledge is a plus 2 years Aerospace quality experience is a plus

What We Offer

The UK base salary range reasonably expected to be paid for this position is 45.200 – 56,500 GPB per year. Since actual compensation packages are based on a variety of factors unique to each candidate, we may ultimately pay more or less than the posted base salary range. Total compensation for this role also includes bonus and/or other incentives.

Excellent benefits package – 16, or more, weeks of maternity/paternity and co-parenting leave, according to local regulations.

Free language courses (24 languages available through our training platform)

Training platform for all employees

Additional Local Benefits

About us

• Syensqo is a science company developing groundbreaking solutions that enhance the way we live, work, travel and play. Inspired by the scientific councils which Ernest Solvay initiated in 1911, we bring great minds together to push the limits of science and innovation for the benefit of our customers, with a diverse, global team of more than 13,000 associates. Our solutions contribute to safer, cleaner, and more sustainable products found in homes, food and consumer goods, planes, cars, batteries, smart devices and health care applications. Our innovation power enables us to deliver on the ambition of a circular economy and explore breakthrough technologies that advance humanity.

• At Syensqo, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.

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