Customer Service Team Leader

1. Order Visibility

• Collect and consolidate special order projections (e.g., big volume, short lead time)
• Translate demand signals into actionable insights for Operations (capacity & material readiness)
Ensure forward visibility of risks and constraints

2. Order Trend Analysis & Risk Alert

• Analyze historical order patterns and deviations
• Engage customers to validate abnormal demand signals
• Provide early warnings (heads-up) to internal teams
3. Cross-functional Coordination & Service Improvement

• Partner with Ops, Planning, Quality, Supply Chain
• Identify service gaps (lead time, quality, responsiveness)
• Drive action plans for improvement
4. Daily Order Execution & Delivery Control

• Monitor WIP and order status daily
• Track and improve: CRD/SLA hit rate/Delivery performance
• Highlight and escalate at-risk orders
5. Issue Resolution & Escalation Management

• Handle urgent orders, escalations, and ad-hoc requests
• Coordinate internally to unblock bottlenecks quickly
• Act as the voice of customer during critical situations
6. Customer Communication & Voice of Customer

• Communicate clear updates, risks, and recovery plans
• Capture and represent customer feedback internally
• Ensure alignment on expectations vs reality
7. Performance Reporting & Business Review

• Prepare monthly service dashboards:
• Flexibility
• Reliability
• CCR (Customer Claim Rate)
• CRD Hit Rate
• Customer feedback
• Present insights + action plans in business reviews

Department: Customer Service & Support
Function: Customer Service
Experience Level: Associate