CUSTOMER SERVICE TEAM LEAD

About the Company : A chemical structure is only as strong as the bonds between the molecules. At BASF/Chemetall, the strength of the bonds lies not just in the chemicals but is also mirrored in the links forged between the global companies and employees of the BASF/Chemetall world. We are a company with highly qualified talent, who give their contribution each day across the different sectors to make the BASF/Chemetall difference. We demonstrate uncompromising ethics and appreciation for our employees, as well as respect for the environment. BASF/Chemetall is a leading specialty chemical company whose quality, innovation, and service exceed the expectations of our customers. About the Role : BASF/Chemetall is looking for a dynamic and proactive Customer Service Team Lead to provide guidance, alignment and direction to the customer service team. This role requires strong leadership skills, the ability to manage change effectively, and a commitment to fostering a positive and productive work environment. This person must be able to facilitate corporate and team objectives and ensuring high levels of customer satisfaction by driving continuous improvements. The ideal candidate will help develop an environment and culture that supports reaching departmental goals, provide necessary training to team members, communicate clear instructions and monitor procedures and policies are followed. This role involves overseeing the team's daily activities, ensuring smooth operations, and maintaining accurate and insightful reports for both internal and external metrics. Responsibilities : Drive performance management, talent development and talent retention for Customer Service team in Mexico. Coordinate with Sales Operation Regional Manager all performance targets and input / update into Success Factors. Provide input on customer realities in Mexico, advise on current client insights, and manage account assignments within the team. Hire, train and develop Customer Service Representative in Mexico. Provide strong leadership and mentorship to team members, encouraging collaboration and excellence. Foster open and transparent communication within the team, with other departments, and across the region. Implement and oversee change management initiatives to improve processes and enhance team efficiency. Monitor and analyze performance metrics in the area, promoting a data-driven mindset and data-focused decision-making. Monitor daily team activities and if needed take CSR responsibilities to maintain business continuity. Be the liaison between our external clients' needs and our internal team, to provide visibility and problem solving with the material delivering and / or status follow up. Follow up to open orders with the internal departments, to assure the delivery of the orders. Manage the correct invoicing process for our clients. Promote the adoption of digital tools and participate in digitalization and improvements for the area. Participate in external audits. Develop and execute strategies to continuously improve customer service operations and ensure high levels of customer satisfaction. Qualifications : Bachelor's Degree or Higher Skills : Advanced English required Advanced SAP expertise is required Proficiency using Microsoft office programs: Advanced excel skills 10 years of experience in Costumer Service 2-3 years Team Lead experience Experience with Order Entry, Order Management and Invoicing for MX Customer service orientation and attention to detail Exceptional problem solving and critical thinking Desired: Power Bi tools and Data analysis

Location: El Marqués, MX

Posted Date: 5/10/2025