Customer Service Lead

2 weeks ago


Nanjing, Jiangsu, China Celanese Corporation Full time

Overview

Celanese Corporation is a global leader in the production of differentiated chemistry solutions and specialty materials used in various industries and applications. Our businesses leverage the full breadth of Celanese's global chemistry, technology, and commercial expertise to create value for our customers, employees, shareholders, and the corporation. As we partner with our customers to address their most critical business needs, we strive to make a positive impact on our communities and the world through The Celanese Foundation.

Responsibilities

Leading a team of Order Coordinators, responsible for executing Sales Led Fulfillment within the Order To Cash process.

Lead and monitor Order Coordinator daily operations, providing support to each individual as needed. Collaborate with related functions (logistics, planning, finance, business, sales, OPEX) to troubleshoot and ensure a clear process.

Organize necessary communication among functions to monitor back-order and defect resolution status within Order Coordinator scope, and timely perform critical issue solving or escalation. Effectively manage day-to-day emergencies/issues.

Accountable for driving continuous process improvement to simplify and standardize procedures, reduce non-value added activities and costs, increase productivity, and achieve customer service targets.

Qualifications

Bachelor's degree or above

5+ years of experience in Customer Service and/or S&OP

3+ years of experience in people management

Nice to have experience managing remote team members in China

CE internal talent, Supervisor (Sr. Team Leader) or above

Troubleshooting/problem-solving skills

Ability to build relationships

Team player


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