Customer Service Team Lead: Order Management & Excellence

Arkema; Radnor (Delaware County); On-site; USD 90,000 - 130,000; Full time

Job summary

Arkema is seeking a Customer Service Team Lead to guide an order-driven team through end-to-end order management and quote-to-cash processes. You will mentor representatives, improve workflows, and collaborate with Sales, Supply Chain, Logistics, and Finance to meet revenue objectives.

You will oversee daily operations, ensure timely order entry, handle escalations, and drive continuous improvement across systems and processes in a fast-paced environment.

Qualifications

• 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.

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.
• 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.
• 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.
• Identify and implement process improvements to enhance efficiency, accuracy, and customer experience.

Skills

Leadership

Customer service

Supply chain

Communication

Problem-solving

Analytics

Cross-functional collaboration

Order management

Education

Bachelor’s degree in Business or Supply Chain

Tools

SAP

Excel

PowerPoint

Job description

Arkema is seeking a Customer Service Team Lead to guide an order-driven team through end-to-end order management and quote-to-cash processes. You will mentor representatives, improve workflows, and collaborate with Sales, Supply Chain, Logistics, and Finance to meet revenue objectives.

You will oversee daily operations, ensure timely order entry, handle escalations, and drive continuous improvement across systems and processes in a fast-paced environment.