Job Description:
Customer Service Team Lead (Pricing & Issue Resolution) (Costa Rica GBS)
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 four 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's Performance Products Division is seeking a Customer Service Team Lead for Pricing & Issue Resolution supporting our GBS Site in San Jose, Costa Rica. This position will report to Customer Service Manager.
Responsible for supervising, coaching, and monitoring a team of Pricing & Issue Resolution resources, managing workload and performance. The role exists to oversee sales pricing related activity including assuring correct and approved invoice pricing, credits, debits, consignment billing, demurrage invoicing, rebates, commissions, over and short payment investigations, and sales close activities. The role purpose also includes responsibilities over:
- Issue resolution: detect, document, communicate and investigate process and systems issues in a timely manner towards resolution, ensuring effective root-cause investigation, corrective, and preventative action analysis is consistently applied to process and system issues, and customer complaints.
- Processes and systems improvement relative to customer service and pricing reconciliation activities by monitoring the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations for service improvement and implementing those improvements to the satisfaction of internal and external customers.
In summary, as the Customer Service Team Lead, you will be with mínimal supervision and heavy decision-making:
RESEARCH AND RECONCILE - Research customer disputes and push for timely resolution through the proper channels. Verify the accuracy of accounts receivable and process miscellaneous customer adjustments as needed in accordance with Sarbanes-Oxley principles. Maintain proper accruals and process payments of rebates and commissions. Reconcile the previous month's sales, process month end billings, and reconcile inventory balances.
REVIEW FOR ACCURACY - Review open orders and order changes ensuring correct pricing, fees and accruals are present according to the business requirements. Verify and seek approval for manual pricing or payment terms and other order specific special requests. Process blocked orders, reviewing for accuracy, and pushing for timely billing. Confirm proper invoicing and posting of accounting documents.
EMPLOYEE ACTIVITIES - Effectively and efficiently manage team workload allocating resources to optimize service provision and administrative support, including proficiency in multi-tasking, resolving competing priorities, meeting requested deadlines, troubleshoot issues, and provide excellent written and verbal communication with required parties.
Handle additional responsibilities without affecting day to day activities. Follow instructions and perform other duties as may be assigned by supervisor and/or manager and may assist in the monitoring and balancing of team workload. Arrive at scheduled start time.
Employ safe work practices and actively participate in EH&S initiatives. Follow company and departmental attendance, punctuality, and other policies. Demonstrate customer service core values, defined by our mission statement.
EMPLOYEE DEVELOPMENT - Develop product knowledge, service offerings, processes, back-up procedures, and industry conditions to enhance service and sales to the customers through personal training, individual inquiry, and development plans. Serve as a mentor to new and struggling employees. Ability to identify areas of continued learning and the desire for self-development is required. Complete company required training programs.
SUPPORT MANAGEMENT - Primary on floor back-up for the Customer Services Manager, to help Customer Service Representatives, and Pricing Analysts and/or groups to assure adequate coverage of activities during planned and unplanned short-staffed situations and/or during implementations; including "go team" operations for Disaster Recovery needs and primary after-hours coverage.
Dimensions
Customers across the Americas region - North, Central and South America.
Required Qualifications
Education
- Bachelor's degree in an accred
