Customer Service and Sales Support Teamleader SAL-853

Axalta Coating Systems Ltd. ("Axalta," or the "Company"), is a leading global manufacturer, marketer and distributor of high-performance coatings systems. With over a 150-year heritage in the coatings industry, Axalta is known for manufacturing high-quality products with well-recognized brands supported by market-leading technology and customer service.

Over the course of the Company's history, Axalta has remained at the forefront of the industry by continually developing innovative coatings technologies designed to enhance the performance and appearance of customers' products, while improving the customer's productivity and profitability. Axalta's diverse global footprint of 50 manufacturing facilities, four technology centers, 47 customer training centers and more than 14,000 team members allows the Company to meet the needs of customers in over 130 countries. Axalta serves its customer base through an extensive sales force and technical support organization, as well as through approximately 4,000 independent, locally-based distributors. The Company's scale and strong local presence are critical to its success, allowing leverage of the technology portfolio and customer relationships globally while meeting customer demands locally.

Axalta operates its business in two operating segments: Performance Coatings and Transportation Coatings, serving four end markets, including: Refinish, Industrial, Light Vehicle and Commercial Vehicle, across the following four regions: North America, EMEA, Latin America and Asia-Pacific.

For more information visit axaltacoatingsystems.com and follow us @axalta on Twitter and on LinkedIn.

The purpose of this position is to ensure that customers receive best possible service. Part of the role is operational - receiving and processing customer orders and to provide service information to external customers or potential customers on various types of customer orders, including complex orders, to ensure customer satisfaction. Customer care responsibilities include a wide range of services and consultation as well as claim management. In addition, the incumbent is supporting our field sales teams in various activities like offer, contract, pricing and rebate management and will be driving direct sales activities and promotions for defined customer segments.

Apart from this operational component, the teamleader is administratively and functionally leading the country / business team of CSR & Sales Support specialists, is especially in charge of customer escalations. A teamleader spends 80% of the time managing the team and dealing with day-to-day issues arising in order handling and sales support processes, and 20% on identifying and implementing improvement projects and initiatives as part of a European network – with a focus on cost & service improvement as well as digitalization. The incumbent is working in close collaboration with the local Sales Manager as well as interfacing European functions.

Organization

• Position to which superior reports: CS Hub Lead & Local Sales Manager + EMEA Sales Office Leader ( for add. Guidance)
• Other positions reporting to the same superior: Junior CSR, Senior CSR
• Subordinates: as starting point 2 CSR / Sales Support specialists, with a development potential to lead larger teams at a later phase.

Responsibilities

• Leads, develops and motivates the team.
• Actively monitors KPI`s for his / her team, analyses deviations to target and initiates corrective actions.
• Develops and maintains in-depth knowledge of assigned customers: knowledge of roles and responsibilities at the customer and knowledge of internal relationships / decision makers, understanding the business model.
• Filter out important market and customer information and distributes it in the organization using CRM system (Salesforce.com).
• Interacts with broader network of internal Axalta Partners to ensure that the customers' requirements are understood and commitments are met.
• Ensures that the CSR / Sales Support team drives adoption of digital tools like the Webshop at our customers and supports / reports in case of issues.
• Takes part of monthly progress reviews with European Digital Leads.
• Supports operational activities of team for defined customers for inquiry & order handling process from beginning to end.
• Controls cash collection process e.g. credit hold next steps/actions for his team in close collaboration with Credit Department.
• Ensures team is always trained on latest policies and rules impacting compliance with SOX, ISO and other requirements.
• Supports Sales Manager with providing required reports and analysis.

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Education: Bachelor degree or equivalent through experience*

Knowledge, skills & experience

Knowledge​​​

• Language skills: Fluency in English is a must + any other European language such as French, Dutch, Italian and German. Some Spanish will be beneficial as the role is based out in Spain
• Computer knowledge: Proficient in Word and Excel. Good knowledge of SAP, ideally experience in working with CRM Tools.

Skills

• Leadership skills – ability to develop and motivate teams
• Strong interpersonal skills
• Good to excellent written and verbal communication skills
• Active listening skills

Experience

• 5 years' experience in a customer-oriented position with a fairly good overview on the Order-to-cash process.
• Experience in a supervisory position.

Competencies

Core

• Building sustainable customer relationships: Builds collaborative relationships.
• Communicating with impact: Listens and responds to questions and objections.
• Leadership: Can lead and motivate people to achieve expected results, sets challenging targets.
• Embracing change: Positive towards change, actively driving improvements.
• Analysis & judgment: Identifies issues, gathers and interprets information.
• Engagement.
• Managing for productivity: Prioritizes tasks and stays focused.
• Business acumen: Understands business operations.
• Highly focused on Customer Satisfaction.

Functional

• Applied learning.
• Customer Service Fundamentals.
• Sales Mindset – promoting products and seeking every sales opportunity in a call.
• Follow up: follows up on the status of customer orders autonomously.
• Managing conflict: opens discussions effectively and manages conflicts in or between teams.
• Quality orientation: Disciplined to follow procedures.
• Stress tolerance: Ability to work under pressure and able to manage multiple basic tasks.
• Continuous improvement: Ability to pro-actively identify opportunities for improvement and define actions.
• Autonomous.
• Engineering the customer experience.
• Segmentation of service to customers.

Problem Solving

• The jobholder needs to identify, define and resolve customer issues in an independent way. This requires excellent problem-solving skills to pro-actively propose solutions.
• The jobholder has to be able to make a Root Cause Analysis and define and assign preventive and corrective actions to his team or others.
• He / she needs to obtain and maintain a thorough understanding of the business of the customer, to respond to customer needs and to be able to take appropriate action in case issues arise.

Accountability

• The jobholder contributes significantly to customer satisfaction of complex customers as well as the success of our sales teams.

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As an Equal Opportunity Employer, Axalta is committed to a diverse workforce

Please note that Axalta Coating Systems will not accept any candidate profiles sent unrequested and unsolicited by recruiting agencies. Axalta Coating Systems collaborates with preferred providers based on framework agreements and will not pay any fees to recruiting agencies without an agreement. Should Axalta Coating Systems receive a candidate profile form a recruiting agency with which there is no framework agreement, and should the respective candidate be considered or hire, this will not entitle the recruiting agency to claim payment or fees.