Sr Customer Master Data Team Leader

The Sr. Customer Service Supervisor - CMD Nalco Water / Downstream will manage daily customer service functions performed by exempt level Customer Master Data Analysts and a large non-exempt group of Customer Master Data Specialists. This position ensures all team members complete training and achieve daily and monthly objectives in accordance with the policies and procedures established in the Customer Service Quality Management System. 

What’s in it For You:

• The opportunity to take on some of the world’s most meaningful challenges, helping customers achieve clean water, safe food, abundant energy and healthy environments
• The ability to make an impact and shape your career with a company that is passionate about growth
• The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best

What You Will Do:

• Supervises, coordinates, and assigns workload to achieve service level agreements
• Works with Sr. Lead to ensure all new associates are trained; performance is monitored, and guidance is provided on performance improvement
• Provides ongoing performance feedback to team members to coach for success
• Prepares and administers annual performance appraisals and IDP’s
• Develops existing talent and succession plans for key roles
• Leads change initiatives
• Recommends procedural changes and actively seeks to improve the quality of master data
• Manages and/or participates in Lean Six Sigma projects and other enterprise or division lead initiatives
• Collaborates with field sales and business support teams to troubleshoot issues with account creation and maintenance or identify requirements in process  
• Utilizes employee recognition techniques
• Involved in handling sensitive HR issues
• Manages employee time off to ensure SLAs are met
• Interviews potential team members and is involved in hiring decisions

​ MINIMUM QUALIFICATIONS

• College degree required
• 4+ years Customer Service experience and successful achievement of all previous job objectives
• 3+ years of supervisory experience  
• Advanced English
• No immigration sponsorship available

PREFERRED QUALIFICATIONS

• EBS/SAP experience
• Ability to manage, assess and develop a large staff
• Excellent oral and written communication skills
• Ability to work independently in a multi-division, fast paced environment
• Ability to multi-task and work well under pressure
• Ability to manage time and priorities in a high volume, deadline intensive environment
• Basic math skills and numerical accuracy
• Experienced with Microsoft Office Suite software (Excel, Word, Access, and Outlook), intermediate or Advanced Excel preferred
• Proven ability to resolve problems independently and take appropriate action in a timely and professional manner
• Attention to detail and excellent organizational and time management skills