Customer Service Team Lead Job

The Arkema Group; Radnor (Delaware County); On-site; USD 70,000 - 90,000; Full time

Job summary

The Arkema Group in Radnor, Delaware is looking for a Customer Service Team Lead to inspire a team focused on exceptional customer experience across order-driven processes. This role is crucial for managing order workflows and improving customer operations.

The ideal candidate should have a bachelor's degree in Business or Supply Chain, with over 5 years in customer service and 2+ years in leadership. Strong SAP skills and a solution-oriented mindset are essential, as is the ability to manage complex orders efficiently.

Qualifications

• 5+ years of customer service or supply chain experience.
• 2+ years of leadership or mentoring experience.
• Experience in high-volume order-driven environments preferred.

Responsibilities

• Lead and develop a team of Customer Service Representatives.
• Oversee the full order management lifecycle.
• Act as the primary escalation point for customer issues.

Skills

Leadership

Customer Management

Problem-Solving

SAP Expertise

Communication

Education

Bachelor’s degree in Business or Supply Chain

Tools

SAP

Microsoft Excel

Job description

We are seeking an engaging and motivated Customer Service Team Lead to inspire and guide a team responsible for delivering an exceptional customer experience across high-volume, order-driven processes.

This role sits at the center of our customer operations and is responsible for leading end-to-end order management, strengthening customer relationships, and ensuring a seamless quote-to-cash experience. The position directly supports revenue generation by overseeing transactional order workflows tied to multiple manufacturing sites.

The Customer Service Team Lead will mentor and develop a team of Customer Service Representatives while managing escalations, optimizing workflows, and driving continuous improvement across systems and processes. This role operates in a fast-paced environment and requires close collaboration with Sales, Supply Chain, Logistics, Finance, and shared service teams.

This role offers the opportunity to lead a critical function that directly impacts customer experience and business performance. You will play a key role in shaping team culture, improving processes, and strengthening customer partnerships while developing your leadership capabilities.

KEY RESPONSIBILITIES

• Lead, coach, and develop a team of Customer Service Representatives to ensure high performance and customer satisfaction.
• Create a positive, accountable, and collaborative team environment that fosters growth and engagement.
• Conduct regular team and individual meetings to provide feedback, training, and performance management.
• Monitor daily workload and allocate resources effectively based on order volume and priorities.
• Train team members on complaint management procedures, systems, and business processes.

Order Management and Customer Support

• Oversee the full order management lifecycle, ensuring accurate and timely order entry and processing (within 24 hours).
• Act as the primary escalation point for complex or high-impact customer issues.
• Provide real-time support on pricing, product availability, delivery schedules, and shipment status.
• Manage complex order scenarios including VMI, consignment, and multiple supply chain models.
• Monitor SAP order flows, troubleshoot lifecycle issues, and ensure proper customer master data and output settings (acknowledgements, ASN, invoices, COAs).
• Oversee debit, credit, and residual transaction processing.

Business and Supply Chain Collaboration

• Partner with Supply Chain, Sales, Logistics, Finance, and Credit teams to support business objectives.
• Analyze and report KPIs related to customer service performance (residuals, complaints, adjustments).
• Support accounts receivable and collections activities in coordination with Finance.
• Contribute to forecasting, reporting, and inside sales or import/export processes as needed.

Networking and Continuous Improvement

• Identify and implement process improvements to enhance efficiency, accuracy, and customer experience.
• Represent the team in Customer Service Leadership meetings and cross-functional forums.
• Partner with Business Process Optimization teams on Quote-to-Cash, Master Data, and Purchase-to-Pay initiatives.
• Share best practices and help standardize processes across teams and systems.

Training & Development

• Support onboarding and continuous learning for team members.
• Attend training on systems, tools, and service protocols and apply knowledge across the team.
• Foster a culture of continuous improvement and professional development.

EXPERIENCE & QUALIFICATIONS REQUIRED

Education: Bachelor’s degree required, preferably in Business or Supply Chain.

Experience, Qualifications & Skills

• 5+ years of customer service, supply chain, or related experience.
• 2+ years of leadership or mentoring experience.
• Experience in high-volume, order-driven environments (e.g., VMI, consignment) preferred.
• Strong leadership, communication, and customer management skills.
• Proven ability to manage escalations and build trusted relationships.
• Subject matter expertise in order management and customer operations.
• Advanced SAP skills required; intermediate Microsoft Office (Excel, Word, PowerPoint).
• Strong analytical, problem‑solving, and cross‑functional collaboration skills.
• Ability to manage complex orders, troubleshoot issues, and drive process improvements.
• High attention to detail with strong prioritization and follow‑through.
• Proactive, solutions‑oriented mindset.
• Commitment to safety, compliance, and teamwork.

The legal information below pertains specifically to positions posted in the United States, however we strive for diversity, equity and inclusion in all the countries that we hire.
Arkema Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Arkema Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting and hiring.

Job Segment: Logistics, Supply Chain, Manager, Accounts Receivable, Operations, Customer Service, Management, Finance