Job Title:

Customer Service Team Lead\n

Business Unit:

Thiochemicals\n

Location:

Radnor, PA

JOB SUMMARY

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

Team Leadership Lead, coach, and develop a team of Customer Service Representatives to ensure high performance and customer satisfaction.\nCreate a positive, accountable, and collaborative team environment that fosters growth and engagement.\nConduct regular team and individual meetings to provide feedback, training, and performance management.\nMonitor daily workload and allocate resources effectively based on order volume and priorities.\nTrain 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).\nAct as the primary escalation point for complex or high-impact customer issues.\nProvide real-time support on pricing, product availability, delivery schedules, and shipment status.\nManage complex order scenarios including VMI, consignment, and multiple supply chain models.\nMonitor SAP order flows, troubleshoot lifecycle issues, and ensure proper customer master data and output settings (acknowledgements, ASN, invoices, COAs).\nOversee 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.\nAnalyze and report KPIs related to customer service performance (residuals, complaints, adjustments).\nSupport accounts receivable and collections activities in coordination with Finance.\nContribute 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.\nRepresent the team in Customer Service Leadership meetings and cross-functional forums.\nPartner with Business Process Optimization teams on Quote-to-Cash, Master Data, and Purchase-to-Pay initiatives.\nShare best practices and help standardize processes across teams and systems. Training & Development Support onboarding and continuous learning for team members.\nAttend training on systems, tools, and service protocols and apply knowledge across the team.\nFoster 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.\n2+ years of leadership or mentoring experience.\nExperience in high-volume, order-driven environments (e.g., VMI, consignment) preferred.\nStrong leadership, communication, and customer management skills.\nProven ability to manage escalations and build trusted relationships.\nSubject matter expertise in order management and customer operations.\nAdvanced SAP skills required; intermediate Microsoft Office (Excel, Word, PowerPoint).\nStrong analytical, problem-solving, and cross-functional collaboration skills.\nAbility to manage complex orders, troubleshoot issues, and drive process improvements.\nHigh attention to detail with strong prioritization and follow-through.\nProactive, solutions-oriented mindset.\nCommitment to safety, compliance, and 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