Solvay is all about chemistry. We’re not just referring to chemical reactions here, but also to the magic that occurs when the brightest minds get to work together. This is where our true strength lies. In you. In your future colleagues and in all your differences. And of course, in your ideas to improve lives while preserving our planet’s beauty for the generations to come.

About the role

Our Customer Service Team Leader will join the Order-to-Cash (OtC) team, focusing on leading and developing a team of Customer Service Representatives. This role is crucial for ensuring seamless interactions and efficient order management, collaborating closely with sales, logistics, and other departments, and driving continuous improvement within the team.

As a Customer Service Team Leader, you will work on overseeing customer inquiries, optimizing order processing and monitoring, and resolving complex customer issues. You will support smooth customer interactions and contribute to a positive customer experience through effective team management. You will get the opportunity to contribute to customer satisfaction and loyalty and have a positive impact on our reputation and business efficiency by fostering a high-performing team. You will be accountable for:

Supervise and optimize the order processing workflow in cooperation with Account Managers, production sites, and the Logistics Department.
Coordinate with production plants and demand planners to efficiently deliver to customers, proactively addressing potential issues.
Collaborate with internal teams (Sales, Logistics, Credit) to ensure comprehensive customer support and problem resolution, escalating complex issues as needed, and overseeing the billing process.
Identify opportunities for and drive the implementation of process improvements to enhance the overall customer experience.
Coach, mentor, and develop a team of Customer Service Representatives, including performance management, training, and workload distribution, and analyze team performance metrics, providing regular reports.

We offer a permanent contract based on a hybrid working mode.

About you

Relevant education degree or equivalent qualification in Supply Chain, International Business, Communications, or a related field. You will bring a minimum of 4 years of experience in direct customer service, supply chain, or operations, with at least 2 years in a leadership or supervisory role.

Competencies:

Customer Relationship Management skills and Order-to-Cash process expertise
CRM software experience (e.g., Salesforce, SAP CRM) preferred
Strong verbal and written communication skills
English proficiency needed; any additional language (French, Spanish, Italian, German, Turkish) is a plus.

Behaviors:

Empathy and Resilience
Analytical and strategic thinking capability
Strong Team Player and leader
Proactive and results-oriented

About the pay

Attractive and equitable pay for all: compensation is determined within a range to foster your development in the role. The base pay expected for this role is € 35,600 - € 48,700 per year in Portugal. Your salary may ultimately be higher or lower based on your skills and experience. Additionally, we provide a competitive total rewards package that includes a bonus and/or other incentives.

Benefits:

Solvay Cares program: minimum of 16 weeks of parenting leave for all employees and package with healthcare, disability and life insurance coverage.
Prioritization of well-being: work-life balance promotion, flexible approach to work part-time or hybrid work arrangements (depending on the type of job), employee assistance program with access to physical and psychological support.
Professional development: prioritization of internal talents for career progression, access to a training platform, opportunities to join Employee Resource Groups (ERG) for experience sharing and mentorship and free language courses.

About us

Solvay, a pioneering chemical company with a legacy rooted in founder Ernest Solvay's pivotal innovations in the soda ash process, is dedicated to delivering essential solutions globally through its workforce of over 9,000 employees. Since 1863, Solvay harnesses the power of chemistry to create innovative, sustainable solutions that answer the world’s most essential needs such as purifying the air we breathe and the water we drink, preserving our food supplies, protecting our health and well-being, creating eco-friendly clothing, making the tires of our cars more sustainable and cleaning and protecting our homes. As a world-leading company with €4.7 billion in net sales in 2024 and listings on Euronext Brussels and Paris (SOLB), its unwavering commitment drives the transition to a carbon-neutral future by 2050, underscoring its dedication to sustainability and a fair and just transition.
At Solvay, we seek to promote unity and not uniformity. We value the diversity that individuals bring and we invite you to consider a future with us, regardless of background, age, gender, national origin, ethnicity, religion, sexual orientation, ability or identity. We encourage individuals who may require any assistance or accommodations to let us know to ensure a seamless application experience. We are here to support you throughout the application journey and want to ensure all candidates are treated equally. If you are unsure whether you meet all the criteria or qualifications listed in the job description, we still encourage you to apply.

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Job ID

32691

Regular

Lisbon, Portugal
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