Customer Service Team Lead Job

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.