Customer Service Support Team Lead

• Supervise activities and personnel of the Customer Service Support Department
• Monitor all aspects of the Customer Service Support Department’s performance
• Approve working hours, monitor employee attendance, and provide adequate departmental coverage
• Train new employees and coordinate cross-training
• Develop and update Customer Service Support training programs
• Review, update and revise departmental procedures
• Complete and conduct yearly Employee Performance Reviews
• Conduct initial interviews with potential employees
• Motivate staff to extract a high level of productivity
• Coordinate and monitor SAP process returns, credits and debits in SAP
• Investigate and resolve customer complaints and other related issues
• Ensure proper complaints closure in Sales Force
• Provide support to Customer Service for month-end closure
• Participate in meetings with the different stakeholders
• Provide and send documents to external customers
• Ensure creation and follow up QSHE Sales Force tickets, Regulatory Affairs Sales Force tickets
• Maintain safe working conditions and practices
• Perform work duties in accordance with Omya Quality Systems Manual procedures & company policy

• University degree (Bachelor’s) or equivalent
• 3 to 5 years of customer service experience in a manufacturing environment
• Previous supervisory experience, preferably in a fast-paced team environment
• Excellent command of both oral and written local language and English
• Knowledge of an additional language is considered an advantage
• Strong attention to detail and accuracy
• Ability to work under pressure with an enthusiastic attitude

Knowledge of an additional language

• 50% Hybrid Work Model
• Ticket Restaurant
• Flexible Retribution: Kindergarten & transport benefits
• 30 Labor Days of Holidays
• Language Lessons
• Medical Insurance: 60% company-subsidized
• Open and Modern Office Environment