Customer Service Team Leader

Dow; Navi Mumbai; Vor Ort; INR 4.000.000 - 7.000.000; Vollzeit

Benefits dieser Stelle

Market-competitive base pay

Bonus opportunity

Wellbeing programs

Employee stock purchase programs

On-site fitness facilities

Meal vouchers

Zusammenfassung

Dow India is seeking a senior leader to manage a team of order management and business quality professionals, overseeing daily operations, talent selection and performance, and customer-facing decisions related to fulfillment.

The role emphasizes strong people leadership, collaboration with business units, and a focus on process improvement to meet strategic service offerings across the organization. Relocation/visa is not aligned with this position.

Qualifikationen

• Bachelor's degree is required.
• Master's degree is preferred.
• 5–10 years of combined experience in supply chain or allied functions such as Purchasing, Sales/Marketing, M&E.
• Strong people leadership experience is preferred.
• Strong business and financial acumen is preferred.
• Passion for team building, coaching and mentoring.
• Expertise in continuous improvement methodologies, metrics, storytelling and data analysis is preferred.

Aufgaben

• Provides direct leadership to a team of order management professionals interfacing with customers.
• Coaches on Customer Service operations day-to-day.
• Decides on employee desk complexity, performance, escalations and exceptions.
• Ensures efficient work process execution within the team.
• Collaborates with the business to meet strategy and service offerings.
• Makes hiring decisions and collaborates to share best practices.

Kenntnisse

People leadership

Customer service leadership

Order management

Data analytics

Stakeholder management

Process improvement

Ausbildung

Bachelor's degree

Master's degree preferred

Tools

ERP systems

Jobbeschreibung

At Dow, we believe in putting people first and we're passionate about delivering integrity, respect and safety to our customers, our employees and the planet. Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We're a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you're looking for a challenge and meaningful role, you're in the right place.

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.

Qualifications

• 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.

• 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 Groups (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.
• 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 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. Dow is a company of more than 36,500 global innovators, believers and solutions providers. We are a diverse community marked by respect, integrity, and a desire to make the world a better place. A career at Dow is an invitation to explore, create, and make valuable contributions to human progress.