Team Leader, Customer Service Support

Ingredion

  • Manchester
  • Permanent
  • Full-time
  • 1 month ago
Team Leader Customer SupportCompany Background:Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion’s wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals. And we do it all in a planet-friendly sustainable manner.Location: HamburgWorkplace Type: HybridIngredion is looking for a dedicated Customer Service Team Leader! This role will test your management, administrative, and stakeholder skillsThe Team Leader, Customer Service Support is responsible for supporting the Customer Management team, ensuring the effective management of support services such as order processing, source changes, and general customer management. The role reports to the Manager of Customer Service in EMEA.What you will do:
  • Team Leadership - Lead, motivate, and develop a team of Customer Services professionals.
  • Customer Centricity - Advocates for customer needs, ensuring that Customer feedback is heard and addressed. Anticipating customer needs and potential issues before they arise is a key aspect of the role. Arrange mass communications to Customers.
  • Execute Policy and procedures - Execute on customer service policies and procedures e.g. PCN process and Sox Audit
  • Managing KPIs and Reporting: Set and track performance metrics for the order processing team. Gather and analyse large volumes of data from multiple sources, including customer feedback, service interactions, and support tickets. Apply statistical methods and data analytics tools to identify patterns, trends, and areas for improvement.
  • Management of Data - Maintain Customer Service Master data and Update process / user manuals including data on contracts, info-records, batch determination, packing proposal, pricing, rebates etc.
  • Continuous Improvement - Collect and analyse data to identify areas for improvement.
  • Service Delivery - Ensuring the delivery of the Order Entry processes within service level agreements
Qualified candidates will have:Mandatory requirements:
  • Proven experience in a Customer Services role including managing and driving Customer Service initiatives and projects successfully
  • A university degree in Business, Supply chain or a related field.
  • Managing and resolving conflicts. Addressing any team issues
Desirable requirements:
  • Some experience or desire to manage people/people management processes e.g. Recruitment, Performance, Engagement, Development etc. Managing and resolving conflicts. Addressing any team issues
Required behaviors and skills:
  • Problem solving skills. Ability to effectively develop innovative solutions to customer service challenges
  • Strong Analytical skills - Analysing customer feedback, managing performance metrics and other data, Identify trends and areas for improvement.
  • Attention to Detail - Meticulous attention to detail to ensure data accuracy and reliability
Why Join Ingredion?Discover why Ingredion is the ideal place to advance your career with our exceptional rewards and benefits package designed to help you thrive. Create the future with us and enjoy:Total Rewards Package – Competitive salary and performance-based pay recognizing your contributions to our successComprehensive Benefits & Wellness Support – Health, long-term savings, and resources for your physical, mental, and emotional well-beingGenerous Vacation Policy – Take advantage of 33 vacation days each year (bank holidays included), and benefit of the holiday purchase schemeFlexible Work Arrangements – We value flexibility to support you both professionally and personallyCareer Growth – Learning, training, and development opportunities.Employee Recognition Program – A culture of real-time appreciation, with personalized recognition rewards globallyEmployee Referral Program – Refer top talent and earn a bonus if they’re hiredCompany Pension Plan – Secure your future with financial support for retirement.Company Events – Join in on our Christmas party, family day, or Sustainability day for fun and connectionRelocation available: NoRelocation Available: No

Ingredion