Customer Care Team Lead — Service Excellence

IMCD Deutschland GmbH & Co KG; Westlake (OH); On-site; USD 70,000 - 90,000; Full time

Job summary

The Customer Care Supervisor at IMCD US, LLC in Westlake, OH leads a team of 6–8 customer care specialists to deliver exceptional service. You will drive day-to-day operations, ensure KPI achievement, and resolve escalated issues with a customer-centric approach.

You will mentor staff, analyze trends, and collaborate with operations and commercial teams to implement improvements that optimize OTIF and service levels.

Qualifications

• Minimum 6 years of experience in customer service or operations support.

Responsibilities

• Oversee day-to-day operations for a group of Customer Care Specialists, ensuring order entry, order management, and achievement of service level KPIs.

Skills

Communication

Coaching

Cross-functional collaboration

Problem solving

Strategic thinking

Data analysis

Time management

Education

High School Diploma

Bachelor’s Degree in Business/Communications

Tools

ERP systems

Microsoft Office

Job description

The Customer Care Supervisor at IMCD US, LLC in Westlake, OH leads a team of 6–8 customer care specialists to deliver exceptional service. You will drive day-to-day operations, ensure KPI achievement, and resolve escalated issues with a customer-centric approach.

You will mentor staff, analyze trends, and collaborate with operations and commercial teams to implement improvements that optimize OTIF and service levels.