Team Leader – Customer Service Experience

About this Position We are looking for a motivated and customer-focused Team Leader to oversee our Customer Service team and ensure the delivery of an outstanding customer experience. In this role, you will lead day-to-day operations, support and develop team members, and collaborate closely with internal stakeholders to ensure smooth order-to-cash processes and efficient resolution of customer needs. You will play a key role in driving service excellence, improving processes, and building strong relationships with both customers and internal partners. What you´ll do Lead and coach the CSX team to deliver a seamless, positive end to end customer experience. Oversee Order to Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to monitor performance and drive improvements. Act as a point of escalation for complex customer inquiries, supporting supply, commercial, and application related topics. Build strong customer relationships and identify opportunities to improve satisfaction using customer feedback and Voice of Customer insights. Collaborate with internal teams—including Sales, Marketing, Supply Chain, CoE and GBS+ to align priorities and ensure commitments are met. Support and implement customer experience initiatives, tools, and processes, including new projects and organizational changes. Ensure accurate and high quality CRM data is captured, supporting effective customer retention and development. Drive continuous improvement, identifying opportunities to streamline workflows and enhance service quality. Plan and Manage team performance, development, coaching, capability building, and operational planning (daily/weekly/monthly). Uphold corporate standards, sustainability requirements, and SHE compliance.