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Customer Service Team Lead Job
BASF Corporation | Shakopee, Minnesota
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Job Description

Customer Service Team Lead-1703050

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.

At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world's leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation.

We provide a challenging and rewarding work environment and are always working to form the best team-especially from within, through an emphasis on lifelong learning and development.

And we are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America's Best Employers in 2016. Come join us on our journey to create solutions for a sustainable future!

Where the Chemistry Happens…

With about 5,400 employees in more than 50 countries, BASF's Construction Chemicals division is the leading supplier of chemical systems and formulations for customers from the construction industry.

This is where you come in.

BASF is hiring a Customer Service Team Lead to work at our office in Shakopee, MN (Minneapolis area).

Customer Service Team Lead - Construction Systems (1703050) - Minneapolis, MN

Formula for Success: You Will…

Be responsible for the daily management and direction of a team of Customer Service Representatives that interface with internal colleagues and directly support external customers. You will be responsible for ensuring that team and individual objectives are met, department and business metrics are realized, and that team and individual outputs meet or exceed customer expectations. You will be a Supervisor, Manager, and

Leader in the business, and continuously seeking opportunities for, and implementing process change and improvement.

Principle Responsibilities:
- Decision making authority, conditionally dependent within a Terms of Reference and independent
- Establish objectives for, and conducts regular performance reviews for team
- Provide employee feedback, coaching, and development
- Conduct quality monitoring of CSP performance to ensure order entry accuracy, professional handling of calls, accuracy of information given to internal and external customers, follow up on open items, and evenly distributed workload
- Issue regular reports on team and individual performance, documenting performance to agreed upon KPIs and providing suggestions on how to improve performance where team, or individual, is not achieving
- Supervise team through Key Performance Indicators ("KPIs") assigned to each Customer Service Specialist
- Ensure that internal and external customers receive a superior level of service within the guidelines defined by the business
- Act as a liaison between Customer Service Team, customers and other internal functions to build rapport and better understand what can be done to improve internal and external processes and procedures
- Maintain and build strong relationships with key business leaders and customers
- Decisive and efficient in resolving internal/external problems and successfully closes issues
- Develop and supports Construction Systems Customer Service processes and fellow Team Leads
- Conduct new employee training, and helps to develop state-of-the-art training programs
- Review patterns to identify potential opportunities, and implement solutions for efficiency, cost and/or service gains for BASF and our customers
- Assume responsibility for and represents Customer Service on business teams, cross functional teams and special projects as assigned by the Customer Service Manager
- Provide additional coverage as needed for phones, order entry and other duties typically handled by Customer Service Professionals
- Act as a resource for Customer Service Team on procedures, system issues, and products
- Support strategy development and assist in implementing strategic initiatives
- Support applicable BASF Corporation processes
- Ensure BASF policy and procedure compliance
- Other duties as assigned by Customer Service Management and Customer Support Management
- Travel to customer sites and BASF sites as required

Leadership Core Responsibilities:
- Coach and develop team members to reach their full potential
- Support development assignments and movement of talent across units
- Motivate and challenge to drive high performance
- Commit to "hiring the best" internally and externally
- Create an inclusive environment which embraces and derives value from diversity
- Execute performance and career development discussions
- Role model and enable development of competencies in others needed to implement the BASF strategy
- Ability to both multitask and prioritize, with continuous attention to detail

Create Your Own Chemistry: What We Offer You…

Adding value to our customers begins with adding value to you. You@BASF is the suite of benefits, perks, programs and unique opportunities we offer to support you-the whole you-in all stages of your life and career. With you@BASF, you create your own chemistry.

The total rewards that you receive as a BASF employee go way beyond a paycheck. From competitive health and insurance plans, to robust retirement benefits that include company-matching contributions, to making sure you never stop learning, we believe investing in you is investing in our success. Working for a large, global organization, you'll have a chance to grow professionally and personally, expand your network and build a rewarding and dynamic career.

Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent

Ingredients for Success: What We Look for in You…
- A minimum of 5 years of management, supervisory or team lead experience is required. Experience leading project teams with a proven track record of continuous improvement and achievement of high level results is strongly preferred
- A minimum of 10 years of professional experience is required
- Key account management experience preferred
- Strong analytical and problem-solving skills preferred
- In depth knowledge of ERP systems required, SAP preferred
- In depth knowledge of eCommerce tools preferred
- Proficiency in Microsoft Office Excel, PowerPoint and Word required

Primary Location: US-MN-Shakopee
Function: LOSC - Logistics, Supply Chain & Customer Service
Job Type: Standard
Shift: Day Job
Organization: N-EBN-Construction Chemicals North America

About BASF Corporation

BASF SE, formerly BASF AG, is a Germany-based chemical company. The Company has six business segments: Chemicals, Plastics, Performance Products, Functional Solutions, Agricultural Solutions, and Oil & Gas. Chemicals segment offers products in the chemical, electronic, construction, textile, automotive, pharmaceutical and agricultural industries. Plastics segment offers a range of products, system solutions and services. Performance Products help its customers to improve their products and processes. Functional Solutions segment bundles system solutions and products for customers and industries. During the year ended December 31, 2008, the Company acquired Revus Energy ASA (Revus), an oil and gas exploration and production company. On September 26, 2008, it acquires Attapulgite Mining, Inc. On December 15, 2008, it acquired the concrete admixture business of Kejie Admixture Science & Technology Co. Ltd. (Kejie). On December 19, 2008, BASF AG acquired Sorex Holdings Ltd.

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