Costa Rica Job Openings

Huntsman

Order Management Team Lead (Customer Service) Heredia, Costa Rica

Heredia

FULL TIME

November 22, 2024

Job Description:

Order Management Team Lead (Customer Service) Heredia, Costa Rica

Huntsman Corporation is a publicly traded global manufacturer and marketer of differentiated and specialty chemicals. Our chemical products number in the thousands and are sold worldwide to manufacturers serving a broad and diverse range of consumer and industrial end markets. We operate more than 70 manufacturing, R&D and operations facilities in approximately 30 countries and employ approximately 9,000 associates within our three distinct business divisions. Huntsman offers unsurpassed opportunities to build a successful future. Our diverse portfolio creates a range of career fields including manufacturing, research and development, technical services, sales and marketing, customer service – and the list goes on.

Here, you can make an impact and make a difference. Come join us.

Huntsman is seeking an Order Management Team Lead, Customer Service supporting the Advanced Materials Division located in San Jose, Costa Rica. This position will report to the Manager, Customer Service.

Job Scope

The Customer Service Team Leader is responsible for helping maintain customer relationships, serving as the first escalation point for service issues, and supporting Improving our customer experience. This role is responsible ensuring that we are meeting the expectations of our customers during the order fulfillment process. The Customer Service Operations Team Leader helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer service.

In summary, as the Order Management Team Lead (Customer Service), you will:

Manage a team of Customer Service Representatives to drive delivery of exceptional customer service, specifically:

✅ Coach and motivate Customer Fulfillment Representatives to meet KPI targets.

✅ Identify and implement ways to increase overall team performance and efficiency.

✅ Administer annual reviews and performance improvement plans.

✅ Ensure the team has the knowledge and skills to meet customer expectations.

✅ Collaborate with other Customer Fulfillment Team Leaders to ensure alignment on best practices.

Assist in developing and maintaining strong, collaborative customer relationships, specifically:

✅ Ensure customer orders are correctly processed, including invoices, pricing, shipping, and deliveries.

✅ Manage escalated customer service issues, including coordinating, when necessary, with the appropriate individual or functions.

✅ Monitor and manage customer KPIs and scorecards and develop service improvement plans for KPIs that fall below designated thresholds.

Analyze customer service issues and drive service-level improvements, specifically:

✅ Collect and analyze customer feedback to identify and root cause customer service issues.

✅ Execute service improvement plans to better meet customer requirements.

✅ Communicate regularly with internal stakeholders to drive implementation of service improvements.

Drive change and continuous improvement throughout the customer fulfillment organization, specifically:

✅ Be a positive force for change and inspire others to change.

✅ Recommend and develop process and system improvements and communicate recommendations to the Customer Fulfillment Manager.

✅ Understand company objectives and take action to drive achievement of those objectives.

Exemplify and drive adherence to quality, safety and compliance standards, specifically:

✅ Model adherence to quality, compliance and/or safety requirements, and monitor the team’s adherence to these standards.

✅ Complete all quality, safety and compliance training within defined deadlines, and motivate others to do so.

✅ Report any quality, safety or compliance incidents to the appropriate individuals, and take immediate corrective action.

Qualifications

You must possess the below minimum qualifications to be initially considered for this position. Preferred qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates.

The candidate must have an unrestricted right to work for Huntsman in Costa Rica.

Required Qualifications

Bachelor’s degree a quantitative field such as Logistics, Accounting, Supply Chain, Business, Engineering etc.

5+ years of professional experience in the field of supply chain, procurement, logistics, customer service, inside sales, optimally in chemicals or manufacturing.

Order Management experience.

Supply chain or commercial exposure, with proven track record in at least one of the following: order management, supply planning, logistics, demand planning.

Language skills: Fluent in English and Spanish (Portuguese a plus).

SAP / ERP software process knowledge.

Proficient in relevant software, such as Microsoft Office and order entry systems.

Balancing of commercial priorities and operational capabilities.

Skills & Knowledge:

Focuses relentlessly on customers.

High focus on data and metrics.

Works well under pressure.

Works well in teams.

Pays attention to details.

Communication skills, including verbal, written and presentation

Excellent and proactive communicator, connecting demand with supply side.

Interpersonal skills, including the skill of persuasion.

Analytical and problem-solving skills, including the ability to conduct a root cause analysis.

Conflict management skills

Ability to coach and advise team members.

Ability to provide actionable and well-supported recommendations.

Ability to multitask.

Huntsman is proud to be an equal opportunity workplace and is an affirmative action employer. We provide equal employment opportunities (EEO) to all qualified applicants for employment, without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identification, sexual orientation and/or expression or any other characteristic protected by law in every location in which we have facilities national or local.

Please refer to

https://www.huntsman.com/privacy/online-privacy-notice

for Company’s Data Privacy and Protection information.

All unsolicited resumes presented by recruitment agencies are treated as pro bono information or service.

Huntsman is aware of a scam involving fraudulent job offers. Huntsman does not make job offers until after a candidate has submitted a job application and has participated in a face-to-face interview. Please be advised that emails from Huntsman always end in “

@huntsman.com

” , and that any job offer that requires payment or requires you to deposit a check is likely a scam. If you have questions about any open positions at Huntsman, please visit our Careers website at

http://www.huntsman.com/corporate/a/Careers

Additional Locations:

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