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Customer Service Team Leader

Company Name:  LB Polyolefin Shanghai Co

Shanghai, CN

Req ID:  74064
Facility:  Shanghai-484
Department:  Customer Service O&P
Division:  Global APS and Supply Chain

Customer Service Team Leader

Basic Function

The purpose of the job is to lead the customer service members of the team to ensure professional, efficient and timely customer service to customers, sales staff, agents and suppliers for the complete order-to-cash process, as a group leader, this role also need to provide the professional operation guidance to the team, include but not limited at SAP guidance, process guidance and to support the team members to achieve the relevant KPIs. And she/he also need to contribute at any SAP system testing and enhancement projects.

Roles & Responsibilities

  • Deliver highest quality service to customers in Asia by handling customer requests in a timely and professional manner 
  • Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
  • Assist Manager to develop and implement an effective and reliable back up system for the customer service team. Coordinate and align with other teams when required
  • Respects all policies and procedures and proactively “lives” them. 
  • Participate in Internal and external audits
  • Assist supervisor/manager to participate in projects. Bring in experience, address issues and challenge current practices
  • Assist supervisor/manager to provide training, guidance, and functional expertise as needed to assist and train colleagues  in CS team
  • Capable to serve strategic and important customers i.e. global accounts or distribution
  • Assist supervisor/manager to check accuracy of Customer  Master Data in  the SAP system in liaison with Master Data Focal point
  • Handles and assist other team member to resolve customer complaints in a tactful and professional manner to ensure customer satisfaction consistent with LyondellBasell’s guidelines.
  • Monitors payments and, where necessary, supports Finance with the calculation of rebates. Requests credit and debit notes for price corrections.
  • Ensures mutual exchange of information between customers, sales and other internal departments (incoming orders, lost orders, outstanding payments, complaints, and special incidents).

Min. Qualifications


  • University / college degree preferred or equivalent experience
  • IT capabilities (SAP, MS Office)

Work Experience:

  •  Minimum of 5 years in Customer Service or similar role with customer contact

Preferred Qualifications


Builds effective teams
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity