Customer Service Team Lead - Construction Systems - Shakopee, MN

Company Name:
Title: Customer Service Team Lead - Construction Systems - Shakopee, MN
Location: United States-Minnesota-Shakopee
Job Number: 1403701
The Team Lead reports directly to the Customer Service Manager and is responsible for the daily supervision and direction of a team of Customer Service Representatives that directly service internal and external customers. The Team Lead is responsible for ensuring that team and individual objectives are met, department and business metrics are realized, and that team and individual outputs meet or exceed customer expectations. The Team Lead is a Supervisor, Manager, and Leader in the business, and should constantly seek opportunities for, and implement process change and improvement.
Principle Responsibilities:
Decision making authority, conditionally dependent within a Terms of Reference and independent
Establishes objectives for, and conducts regular performance reviews for team
Provides employee feedback, coaching, and development
Supervises team through Key Performance Indicators ("KPIs") assigned to each Customer Service Professional
Issues regular reports on team and individual performance, documenting performance to agreed upon KPIs and providing suggestions on how to improve performance where team, or individual, is not achieving
Conducts quality monitoring of CSP performance to ensure order entry accuracy, professional handling of calls, accuracy of information given to internal and external customers, follow up on open items, and evenly distributed workload
Ensures that internal and external customers receive a superior level of service within the guidelines defined by the business
Decisive and efficient in resolving internal/external problems and successfully closes issues
Acts as a liaison between Customer Service Team, customers and other internal functions to build rapport and better understand what can be done to improve internal and external processes and procedures
Develops and supports Construction Systems Customer Service processes and fellow Team Leads
Conducts new employee training, and helps to develop state-of-the-art training programs
Supports applicable BASF Corporation processes
Ensures BASF policy and procedure compliance
Assumes responsibility for and represents Customer Service on business teams, cross functional teams and special projects as assigned by the Customer Service Manager
Provides additional coverage as needed for phones, order entry and other duties typically handled by Customer Service Professionals
Acts as a resource for Customer Service Team on procedures, system issues, and products
Qualifications: Required:
A Bachelor's Degree is required. A Bachelor's Degree in Business, Supply Chain, Technical or relevant discipline is preferred.
A minimum of 2 years of management, supervisory or team lead experience is required. Experience leading project teams with a proven track record of continuous improvement and achievement of high level results is strongly preferred.
In depth knowledge of ERP systems required, SAP preferred.
Computer proficiency with Microsoft Office, especially Access and Excel. Intermediate knowledge of Excel is required.
Ability to both multitask and prioritize, with continuous attention to detail. Job: LOSC - Logistics, Supply Chain & Customer Service

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