About Elemica
- offers a state-of-the-art supply chain operating network in the areas of customer & supplier management and logistics - promoting new levels of efficiency and profitability for a leaner and more fully optimized supply chain. Elemicas clients achieve significant benefit from reduced cost of operations, faster process execution with fewer resources through the automation of key business processes, removal of transactional barriers, and seamless information flow between business partners.
Our Values
At Elemica, we believe that embodying our values is essential for all team members. These qualities show up in our interactions with each other, our customers, and our collective community.
- Curiosity we delight in the discovery of new challenges and feel compelled to solve them
- Integrity We are relatable and trustworthy; steadfast in our commitment to our colleagues, customers, and partners
- Accountability We show up and deliver measurable, meaningful business value. Consistently.
- Passion We have a shared enthusiasm for transforming our clients supply chain
The Position Team Lead, Global Customer Support
(Location: Diamond Hills, Hyd, Telangana)
As a Team Lead, Customer Care Team, you will assist in leading the Support team and will report directly to the Manager, Global Customer Support. You will be responsible for managing and training our technical support team to provide excellent customer service and resolve technical issues. A solid technical background combined with customer service experience is required. A problem-solving attitude with the ability to motivate your team to achieve specific goals are essential skills to perform well in this position. You must be able to manage and perform assigned tasks effectively, communicate and act professionally within the workplace and with clients.
The Responsibilities
- Lead, manage the support team and evaluate performance
- Ensure customer service is timely and accurate on a daily basis
- Create and maintain standard operating procedures (SOP) for support team
- Develop and implement best practices and procedures to increase efficiency
- Develop daily, weekly and monthly reports on support teams productivity
- Promote quality achievement and performance improvement of support team goals
- Recruit, train and support team members
- Maintain knowledge related to our suite of software and services
- Observe employee demeanor, technical accuracy, and conformity to company policies
- Conduct ongoing observations of team performance and identifies training needs.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends as necessary
- Work with functional support and development teams on product troubleshooting and issue resolution
- Organize and prepare meetings and conference calls for the purpose of resolving internal and external production related issues and concerns
- Prepare client facing communications, documentation and training materials suitable for international consumption
- Assist clients with resolution of issues and service requests in a manner that ensures customer satisfaction
- Manage and maintain Incident Management application
- Other duties as assigned
The Experience And Skills Required
- Exposure or experience to supply chain, procurement and logistics related business processes
- Bachelors degree in and 3 5 years of relevant technical and managerial experience
- Solid interpersonal, written and verbal communication skills
- Self-motivated, highly organized individual with strong attention to detail
- Strong leadership and troubleshooting skills
- Exceptional organizational leadership skills and customer service orientation
- Demonstrated capabilities leveraging metrics to guide operational performance.
- Exceptional verbal, written and interpersonal communication skills
- Analytical and problem-solving skills
- Knowledge and proficiency of PC skills
- Exposure or experience with Incident Management and CRM tools
- Knowledge of eCommerce message formats and standards
- Exposure or experience with security, networking issues and technologies inherent in the use of the Internet in eCommerce solutions
The Personal Characteristics Preferred
- Strong analytical skills are a must
- Flexible, adaptable and able to work independently
- Able to handle multiple priorities in a fast-paced environment
- Possess effective client facing communication skills with both technical and non-technical audiences
- Sound communication skills and experience working alongside other IT and business professionals
Elemica Benefits
- Flexible Schedule
- Competitive Base Salary
- Bonus eligibility
- Paid vacation and holidays
- 401K match
- Comprehensive benefits including medical, dental, and vision
Additional Benefits
- Work for the global industry leading digital supply network, where the executive team is focused on driving client success.
- Join a high functioning, collaborative team, where you can play an important role in growing the company.
- Work with an innovative product that drives significant value for clients.
- Apply emerging best practices that will accelerate your career.
- Competitive salary, bonus, pension plan, and benefits.
Elemica and its subsidiaries are equal opportunity employers. Qualified candidates will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by applicable law. 
