As our new Lead Frontline Specialist, you will be the primary technical and operational escalation point within the CSSC Frontline team. You will resolve complex customer inquiries, support process improvements, and coach colleagues to enhance the customer experience across the Order-to-Delivery lifecycle.

What You Will Be Doing

As part of the Customer Sales & Service Center (CSSC), you will combine technical expertise and leadership to deliver seamless customer experiences and strengthen team performance.

Key Responsibilities

• Resolve complex and escalated customer inquiries, including project sales order fulfillment and invoice disputes.
• Provide quotations, technical guidance, and order entry support to customers and sales teams.
• Manage customer order changes, including lead times, shipping conditions, quantities, cancellations, and order progression.
• Coordinate with Sales, Finance, and Supply Chain teams to ensure smooth order fulfillment.
• Create and manage tickets (RFIs, RFQs, OEW, CIC Logistics) to track, document, and route inquiries.
• Coach frontline colleagues on products, services, systems, and processes.
• Identify and drive process improvement opportunities that enhance customer experience and operational efficiency.

What Makes You a Great Fit

• Bachelor's Degree, Associate's Degree
• Most likely to have minimum of 3+ years of relevant work experience
• Experience driving developed processes within the functional area.
• Ability to lead processes or projects.
• In-depth knowledge of business structure, products, and key market needs to create a successful Customer centric experience.
• Demonstrate practical working knowledge of Customer Service software, databases, and SAP CRM/SD/MM.