Senior Team Leader, Order Management - Costa Rica (San Jose)Arxada is a global specialty chemicals business that's committed to solving the world's toughest preservation challenges through better science. (With a proud history of innovation dating back more than a century), we aim to help our customers develop more sustainable solutions that protect and maintain the health and wellbeing of people and extend the life of vital infrastructure while working to reduce our and our customers' ecological footprint.Sustainable preservation is one of our top priorities. We are making significant strategic investments that will not only decrease our own environmental footprint, but also help customers adapt to long-term environmental and social change through the development of cleaner, greener solutions.Arxada is looking for a Senior Team Leader for Order Management in our San Jose, CR 02 building. This role will sit in our supply chain/logistics segment. This is a permanent, fulltime position with a hybrid working schedule (2 days in office, 3 days remote).Essential Job Functions:- Responsible for developing and executing appropriate strategies, organizational design and process management for all customer service specialists and activities to provide customers with superior and low-event customer service.- Lead the CSS (Customer Service Specialists) and develop the staff through proactive coaching, mentoring, professional development and performance feedback.- Manage and coordinate activities of CSS within the group to work successfully and in cooperation with other internal organizations to ensure alignment of business goals, strategies and customer satisfaction programs.- Responsible for overall delivery of prompt, accurate processing of customer orders, inquiries and assure timely resolution to customer issues and complaints with applicable corrective action plans. Support CSS with overflow of work as required.- Develop and maintain continuous process improvement programs.- Drive consistent SAP utilization and recommend enhancements within the customer service functions while implementing agreed system changes.- Ensure Customer Satisfaction, controlling and implementing any service improvement strategy.- Coordinate and develop monthly KPI's to measure and report on with CS Manager.Qualifications & Experience:- BA or BS degree or equivalent experience within Logistics, Supply Chain, Imports and with a strong customer centric focused organization.- Minimum of 3-5 years in a supervisory role.- Team leader with strong communication, problem solving and organization skills. English fluency necessary.- Requires knowledge of imports and exports in supply chain/logistics.- Analytical, Problem solver. Ability to turn strategic thinking into operational actions.- Strong interpersonal skills to negotiate and resolve supply chain issues.Arxada has world class offering in two distinct areas:Microbial Control Solutions (MCS) focuses on threats posed by microorganisms to people and planet through five distinct business lines including Professional Hygiene, Home & Personal Care, Wood Protection, Paints & Coatings and Material Protection.Arxada is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.CR02
