Company Overview
Vantage is a leading supplier of naturally derived specialty ingredients and formulations that cater to the evolving needs of industrial and consumer markets. Through our chemistries, our customer focus and our global footprint, we are ENABLING TOMORROW'S SOLUTIONS TODAY.
As a company on the move, you'll be working as part of a collaborative team and getting to know the cultural diversity of our world. We learn from each other to constantly improve, adapt and iterate. We value the voice and talent of our colleagues by empowering them to drive their unique ideas to completion. We're convinced that exceptionally motivated employees produce outstanding results. Most importantly, we know you're going to like it here. For more information visit: www.vantagegrp.com or LinkedIn/vantage.
Position Summary
Partnering with Sales and Operations, the Customer Care Lead will provide best in class customer support, ensuring a seamless customer experience, with a focus on proactive customer communication and 'white glove' service to delight our customers. Managing key customer accounts, they will work closely with a team of Customer Care Representatives (CCRs). Additionally, they are responsible for ensuring such processes as entry of purchase orders, monitoring of deliveries and inventories, attention and responses to customers within service level agreements (SLAs). Support the Customer Care Manager with standardizing processes throughout the region/Business Unit and build the necessary cross functional bridges.
Essential Duties and Responsibilities
Key responsibilities include, but are not limited to the following:
Prepare and monitor management indicators for respective Account Align Team (AAT) and customer base.
Align Customer Care Strategy with AAT Strategy. Proactively communicate with customers and maintain strong communication channels internally and externally.
Partner with Customer Care Representatives (CCR's) to guarantee Achievement of SLA's.
Identify gaps in customer care processes and partner with customer experience team to resolve. Propose action plans based on customer satisfaction survey results and partner with leadership and the team in plan execution. Establish self as the customer care subject matter expert for the assigned AAT, acting as a resource to the business and customer team members.
Lead, organize and assist with development of the Customer Care Representatives.
Proactively partner with AAT leadership to ensure best in class customer satisfaction.
Ensure communication of AAT strategy is conveyed to CCR's.
Manage order entry, order tracking and order allocation, for assigned accounts, ensuring no delays, partial orders or errors.
Note: The duties listed above are not all inclusive and may be subject to periodic updating or revision.
The Ideal Candidate
Desired Background
3 to 5 years' experience in Customer Service/Care.
Bachelor's degree in engineering, Business or a related field required.
Previous leadership experience preferred.
Knowledge, Skills & Talents
More specifically, we would seek the following attributes and competencies for the position:
Excellent verbal and written communication skills.
Strong critical thinking skills, understanding when escalation is necessary.
Strong problem-solving and analytical reasoning skills.
Ability to work under pressure and successfully handle multiple priorities.
Leader in promoting an engaging work environment.
Utilizes data (KPIs) to drive business results.
Experience with international teams.
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