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Team Lead, Customer Service (m/w/d)

Date: Nov 9, 2022

Location: Poznan, WP, PL, 60-166

Company: W. R. Grace & Co.

Requisition ID: 21344 

Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company’s two industry-leading business segments—Catalysts Technologies and Materials Technologies—provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 4,300 people in over 30 countries.

Job Description

Provide a best class level of customer service. Acts as interface between the customer and other GRACE departments.

The Regional Team Lead is also responsible for managing the local office and its employees and making sure the daily work gets done efficiently and accurate. He/She ensures that processes are continuously improved to gain efficiency and better service. The Regional Team Lead is responsible for the implementation of general process improvements and Best Practices for the EMEA Material Technologies organization in the location for which he/she is responsible.

The Regional Team Lead works actively within the team and services a customer base

Responsibilities

  • Complying with all internal and external safety regulations pertaining to environmental protection and occupational & traffic safety according to the GRACE EHS system and ensuring that the staff assigned receive up-to-date training
  • To bring value to our customers and to Grace by producing and supplying a quality product and service in a timely and cost effective manner safely
  • To review and upgrade practices and processes in line with the Company’s continuous improvement programs or Best Practices
  • Accept customer orders and perform timely and accurate order entry into SAP system following the actual processes, and checking if pricing and conditions are in line with existing contracts
  • Responsible for the Customer Data in SAP as well as Pricing Data in SAP
  • Act as liaison between Customer, Sales, Order Fulfillment and Production and various other company personnel.
  • As directed by Sales, contact existing customers to pursue business opportunities by promoting product offerings and soliciting orders.
  • Confirm oral and written quotations, reviewing all information and promoting a complete package of Grace Products.
  • Distribution of updated product information & material safety data sheets on request
  • Receiving and logging customer complaints/problems and taking ownership of the situation. Liaising as necessary to ensure that the customer receives an appropriate and timely response.
  • Process credit/debit notes for bonus, claims, agents commission etc.
  • Coordinate return of goods from customers or local warehouses
  • Manage customer consignment stocks
  • Compliance with all applicable Grace Policies and procedures (SOx, ISO & Safety)
  • Ensure the credit limit & collection  procedures are followed
  • Management, organization & development of the team people in close cooperation with HR & line manager
  • First contact and leader to resolve issues with peers in other order fulfillment roles
  • Ensures the team members are (cross) trained and trainings documented where needed

Required Qualifications

  • Customer service experience, preferably in a manufacturing environment
  • Highly professional and service-orientated telephone manner with ability to liaise with customers and employees at all levels
  • Team player
  • Self-motivated
  • Flexible
  • Possess good administration, organizational, problem solving, interpersonal and communication skills
  • Knowledge of products, applications and customer base

Preferred Qualifications

  • Knowledge of SAP
  • Fluent in English & local language

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.