Customer Service Team Leader

At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet. 

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration.If you’re looking for a challenge and meaningful role, you’re in the right place.

About you and this role

As a customer service team leader at Dow Mumbai, India you will be responsible for leading, developing and motivating a team of customer service professionals while working closely with the senior customer service leader to ensure that Customer Service plans are integrated with the overall Business strategies and objectives. You will lead day-to-day operations, manage talent selection/performance and interfacing with the business on order fulfillment considerations relevant to the business and relevant region.

Responsibilities

• Provides direct leadership to a team of order management professions that provide direct interface to customers.
• Provides day-to-day coaching on Customer Service operations.
• Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
• Ensures work process execution is operating effectively within the team.
• Collaborates with the business and region to ensure business strategy and service offerings are met.
• Makes hiring decisions.
• Collaborates across the function for leveraging best practices

Qualifications

• A minimum of a Bachelor's degree is required.
• A minimum of 5 years relevant experience.
• Strong business and financial acumen.
• Strong affinity for collaborating for superior results, delivering innovative solutions, leading courageously and generating customer value

Preferred Skills

• People Leadership experience is preferred.
• Requires strong influential management and understanding of business priorities and ability to persuade others (internal and external stakeholders) through effective communication
• An understanding of the region and its capabilities, ability to connect globally and excellent data analytics & process knowledge
• Familiarity of leading improvement projects and having accountability for on-going activities or initiatives, exhibiting strong work ethic and responsiveness to facilitate excellent Customer Experience. 

Additional notes

• Relocation/visa sponsorship is not aligned with this role.

Benefits – What Dow offers you 

We invest in you. 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career.  You bring your background, talent and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental and emotional well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning and educational resources to help you achieve your long term financial-goals. 
• Become a Dow shareholder through various employee stock programs.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Global Paid Time Off (PTO) policies:
  • Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
  • ​Paid time off to care for family members who are sick or injured.  
  • Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 

Join our team, we can make a difference together. 

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to the diversity of our workforce, Dow is committed to equal opportunities in employment.  We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.