Customer Solutions Team Lead

Synthomer is a leading supplier of high-performance highly specialised polymers and ingredients that play vital roles in key sectors such as coatings construction adhesives and health and protection growing markets that serve billions of end users worldwide. Headquartered in London UK and publicly listed there since 1971 we employ c.3900 employees across our 5 innovation centres of excellence and more than 29 manufacturing sites across Europe North America and Asia. Around 20% of our sales volumes are from new and patent protected products.

At our innovation centres of excellence in the UK Germany China Malaysia and Ohio USA we collaborate closely with our customers to develop new products and enhance existing ones tailored to their needs with an increasing range of sustainability benefits. Since 2021 we have been proud holders of the London Stock Exchange Green Economy Mark which recognises green technology businesses making a significant contribution to a more sustainable low-carbon economy.

Job Summary

Reporting to the Customer Solutions Manager this role is responsible for leading a team of customer service professionals to deliver the highest level of service to internal and external customers. This role is responsible for the order management process and communication with customers (master data order entry and tracking pricing billing issue identification and resolution) for both domestic and international shipments. Additionally this position will lead the teams support of sales related activities such as new product introductions business intelligence and overall customer relationship development. The Lead will be responsible for driving improved team performance supporting the development of global standards and practices leading their regional implementation and continuously improving the experience of Synthomers customers for the Adhesive Solutions group.

Given the volatility of customer demands and order patterns this position can be expected to have a measure of hands on/order entry responsibility so the ideal candidate will possess the ability to lead a team of professionals and also operate effectively as an integral part of the Customer Solutions team itself.

Job Responsibilities

• Lead train and develop Customer Solutions Team for Kingsport TN as well as direct the daily operations of the team by planning prioritizing and delegating work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available to deliver high quality service
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Ensure that Kingsport Customer Solutions Team accurately timely and ethically executes all period end closing activities; and ensure proper record is maintained of all transactions is accordance with relevant governance policies
• Liaise primarily with Sales and Operations teams to support effective and timely entry and management of domestic and international orders inquiries and communications with customers
• Handle complex and escalated customer service issues; investigate and resolve complaints as needed and follow-up with Sales and others as appropriate; and enter customer complaints into system and route to appropriate departments
• In accordance with business strategy proactively contact customers with new product offerings and/or to solicit sales or general market information
• Create and maintain accurate and timely customer master data including customer records pricing and customer material information records
• Generate and analyze relevant data to monitor and improve team performance and to help support the broader commercial organization (as needed)
• Support and implement the development of global Customer Care standards and processes and represent Customer Solutions on cross-functional business teams
• Up to 10% travel as needed

Qualifications

• High School diploma and/or equivalent is required. Associate degree or above preferred.
• Minimum 3 years in a Customer Service role including Team Lead and/or Coaching responsibilities
• Proficiency working within SAP and CRM systems
• Experienced in using known best practices within customer service
• Excellent organizational and follow-up skills
• Supervisory experience with ability to successfully develop employees
• Strong analytical mind detail oriented action oriented good problem solving skills
• Strong decision making capability.
• Outstanding communication skills
• Operational knowledge of international shipping (e.g. INCO terms customs regulations letters of credit ocean and air freight)
• Able to set and manage multiple priorities and make decisions in a dynamic work environment
• Ability to work calmly in a high energy fast paced environment
• Proficiency in MS Office applications (Outlook Word Excel Teams etc.)
• Ability to interact with customers and colleagues in a professional manner

Preferred Qualifications

• Previous experience and/or familiarity with Synthomer Adhesive Solutions products
• Prior experience leading a Customer Service team (or other leadership experience)
• Prior Sales experience
• Developed Business Acumen
• Lean Six Sigma experience
• Experience developing processes and procedures

Global Benefits Overview

• Competitive market-aligned compensation

• Discretionary global bonus scheme

• Discretionary Long-Term Incentive Plan (LTIP) for senior positions

• Company car or car allowance varies by region and role

• Healthcare tailored to regional locations

• Parental leave and family support maternity paternity adoption (aligned with regional policies)

• Working options flexibility where it matters based on role and business needs

• Learning & development opportunities training online platforms buddy/mentorship programs Internal Synthomer University with L&D offers

• Wellbeing support employee assistance program (EAP) mental health resources wellbeing initiatives

• Retirement / pension contributions plans vary by country

• Culture of Inclusion where everyone can thrive

• Performance culture global reward & recognition programmes