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Customer Service - OTC Team Lead

Company: O-I
Location: Fairfield
Posted on: May 1, 2021

Job Description:

Customer Service - OTC Team Lead + Job ID #:7262 + Functional Area:Financial Services + Position Type:Full-Time Regular + Relocation Provided:No + Location:Fairfield, CA + Department:Accounting/Finance + Education Required:Bachelors Degree + Experience Required:3 - 5 Years Email a Friend Position Description: **About O-I:** Remember the last time you opened a bottle of champagne, a cold beer after a hard days work or a bottle of sparkling mineral water to quench the thirst, well it was probably made by us, we are O-I and we love that we make more glass containers than anyone in the world. O-I has more than a century of experience crafting pure, sustainable, brand-building glass packaging for many of the worlds best-known food and beverage brands. We are proud to provide high quality glass packaging for beer, wine, spirits, food, non-alcoholic beverages, cosmetics and pharmaceuticals. This position is responsible to lead, manage, coach and develop an order to cash team consisting of customer service representatives (CSRs) dedicated primarily to a certain category but not limited to just one. This position ensures their respective teams deliver on customer satisfaction while supporting the business objectives. Success of the role is determined by improved working relationships with internal/external business partners and enhanced customer satisfaction as measured by key process improvements. **The Order to Cash Team Lead** **should have:** + 4 year college/university degree or equivalent business experience. + 3-5 years customer service or related commercial experience in a fast paced and stressful environment. + Strong communication & organization skills + Effective analytical and problem solving skills + SAP experience preferred + Business Warehouse experience preferred + Proficient User of Microsoft Office (Excel, Word, Power Point, Outlook) + Lean Six Sigma Yellow Belt Certification preferred. **You Will:** + Manage, lead, coach and develop Order to Cash team consisting of Customer Service Representatives. + Balance customer coverage for service based on analysis of customer volume and complexities. + Prepares and conducts mid-year and year end performance evaluations for their team. + Coordinates training and support for designated Order to Cash team including, but not limited to: - Onboarding training for new team members and/or new hires - Initial training for newly developed processes and/or systems - Insure cross training on the team for other categories + Drives consistency, integration and standardization of processes as it pertains to Order to Cash policies, procedures, and systems. + Effectively and efficiently takes appropriate action to resolve issues (e.g. supply, shipment, customer complaint, deduction and past due invoices) in a timely fashion. + Review and approve customer service representative related customer complaints to ensure accuracy of coding for metric reporting as well as identifying effective root cause and corrective action. + Participate as a Core team member of their assigned Integrated Business Planning Team. This includes providing metrics to their assigned team. + Participates as a core team member and/or subject matter expert on continues improvement projects and kaizen events gathering data, participating in problem-solving exercises and adding their expertise and experience to solution exploration and execution. Position Requirements: **What we offer at O-I:** + Opportunity for future growth and advancement + Generous, Award-winning 401(k) plan w/ employer contribution & match + Half Day Fridays + Comprehensive benefits package + Relaxed and contemporary dress code + Education Assistance program + Adoption Assistance program + and much more **Next Steps:** If you are smart, passionate, innovative, culturally open, curious and collaborative, wed like to hear from you. O-I is committed to fostering an inclusive environment that attracts and embraces the brightest minds and creates a culture that welcomes a diversity of ideas and perspectives while encouraging growth and rewarding performance. O-I is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact O-I at hr.recruiters@o-i.com and let us know the nature of your request and your contact information.

Keywords: O-I, Fairfield , Customer Service - OTC Team Lead, Hospitality & Tourism , Fairfield, California

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