Team Leader – Customer Service & Operations

About this Position We are looking for a motivated, customer-focused, and future-ready Team Leader to lead our Customer Service team within the Adhesives business. Supporting industrial and manufacturing customers, you will be responsible for delivering an outstanding customer experience while ensuring efficient Order-to-Cash operations. You will lead and develop a high-performing team, drive service excellence, and work closely with Sales, Supply Chain, Marketing, CoE, and GBS+ stakeholders. We are seeking a leader who embraces continuous improvement, digital innovation, and AI-enabled ways of working, while building a culture of accountability, collaboration, and customer focus. What you´ll do Lead, coach, and develop the CSX team to deliver an exceptional end-to-end customer experience. Oversee Order-to-Cash (OTC) and Customer Service Management (CSM) activities, using KPIs and dashboards to drive performance. Manage customer escalations and support the resolution of complex supply, commercial, and application-related issues. Build strong customer relationships and use Voice of Customer insights to improve service delivery. Collaborate with Sales, Marketing, Supply Chain, CoE and GBS+ teams to ensure customer commitments are met. Drive continuous improvement by identifying opportunities to simplify processes and improve efficiency. Champion the adoption of digital tools, automation, and AI-enabled solutions. Ensure accurate CRM and customer data management. Foster a culture of innovation, learning, and adaptability. Manage team performance, capability building, resource planning, and employee development. Ensure compliance with corporate, sustainability, and SHE standards.