Job Title: Customer Service Team Lead
Business Unit: Thiochemicals
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.
- 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.