Customer Service Team Leader

Praxy; Mumbai; On-site; INR 1,800,000 - 3,500,000; Full time

Benefits offered by this job

Equitable base pay and bonus potential

Wellbeing programs

Retirement program

Employee stock purchase programs

Student Debt Retirement Savings Match

Training and mentoring

Career growth opportunities

Job summary

Dow Chemical International Pvt Ltd in India seeks a senior leader to guide a multi-disciplinary order management and business quality team ensuring superior customer experience and effective service delivery.

The role emphasizes people leadership, coaching, performance management, budgeting, and collaboration with the business to meet strategic objectives while driving continuous improvement and data-driven decisions.

Qualifications

• Bachelor's degree required; Master’s preferred.
• 5-10 years combined experience in Supply Chain or allied functions.
• Strong people leadership experience preferred.
• Strong business and financial acumen preferred.
• Passion for team building and mentoring.
• Expertise in continuous improvement methodologies, storytelling and data analysis.

Responsibilities

• Leads a team of order management and business quality professionals.
• Provides day-to-day coaching on Customer Service operations.
• Makes hiring decisions and manages performance and escalations.
• Ensures effective execution of Work processes within the team.
• Collaborates with the business to meet service offerings and strategy.
• Liaises across functions to leverage best practices.

Skills

Influence management

Communication

Data analytics

Process improvement

Leadership

Education

Bachelor's degree

Master’s degree

Job description

About you and this role

Leads a team of customer service order management and business quality professionals, including day-to-day operations, managing talent selection and performance and interfacing with the business on order fulfillment considerations relevant to the business.

Responsibilities

• Provides direct leadership to a team of order management professions that provide direct interface to customers.
• Provides day-to-day coaching on Customer Service operations.
• Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
• Ensures work process execution is operating effectively within the team.
• Collaborates with the business to ensure business strategy and service offerings are met.
• Makes hiring decisions.
• Collaborates across the function for leveraging best practices.

Qualification

• A minimum of a Bachelor's degree is required. Master’s degree is preferred.
• A minimum of 5-10 years of combined experience ideally in Supply chain but could also be in allied functions/teams like Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering).
• Strong People Leadership experience would be preferred.
• Strong business and financial acumen would be preferred.
• Passion for team building/organization building, coaching, mentoring.
• Expertise in Continuous improvement methodologies and/or metrics, storytelling and data analysis would be preferred.

Your Skills

• Requires strong influence management skills and understanding of business priorities.
• Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across colleagues and stakeholders.
• An understanding of the region and its capabilities / global connect and presence and excellent data analytics & process knowledge.
• Familiarity of leading improvement projects and having accountability for on-going activities or initiatives.
• Exhibition of strong work ethic and responsiveness to facilitate excellent Customer Experience.

Additional notes

• Relocation/visa sponsorship is not aligned with this role.
• The ability to accommodate a flexible schedule aligned with international time zones is essential.

Benefits – What Dow offers you

We invest in you.

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.

Here are just a few highlights of what you would be offered as a Dow employee:

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives.
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it.
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals.
• Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
• Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building.
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs.
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).
• Paid time off to care for family members who are sick or injured.
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation.
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to inclusion, Dow is committed to equal opportunities in employment. We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.