This position is located in Miami, Florida

Summary Description:

Customer Service Specialists (CSS) Team Lead is responsible for giving our customers the best service they can get within a given Sales Plan. The region is managed from our office in Miami, FL where the customer service specialist’s main responsibility will be to handle the complete order fulfillment process in the defined region.  You will be part of a small team in Miami with colleagues world-wide. Knowledge of logistics, supply chain and international trade is highly desired.  Experience with an international organization is critical to success in this role.

Key Accountabilities:

• Solve daily problems
• Coach and supervise customer service
• Monitor the team's performance
• KPI follow up and analysis /Make sure the team meets the performance targets
• Ensure that the defined customer expectations are met
• Performance and competence management
• Suggest hiring, promotions, terminations
• Coordinate flow of information to and from Supervisor, Billerud NA & Sales team
• Guide and coach team on continuous improvement of processes and way of working
• Manning of the office during office hours
• Back-up structure in case of absence
• Handling of incoming phone calls
• Formal order confirmation within 3 working days
• Claims to be forwarded within 2 days from receipt
• Proactive information on delays and reasons to be communicated
• Enquiries answered within 24 hours
• Secure quality of order handling
• Keep track of service level agreements

Required Skills

Preferred Skills:

• Demonstrates leadership skills
• Strong focus on the customer
• Strong communication and interpersonal skills
• Strong understanding and knowledge of other functional organizations
• Strong analytical skills
• Bilingual English/Spanish
• SAP system knowledge
• Working in remote systems as required
• Previous supervisory experience
• Good Knowledge of International Logistics
• Customer Service experience in a manufacturing company

Required Experience

Minimum Required Experience and Education:

• BA or BS
• 5 + years customer service experience, manufacturing. product sales a plus
• Bilingual English/Spanish

 Travel: Up to 10%

Billerud NA is an Equal Employment Opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or status as an individual with a disability.