Customer Service Functional Lead

Job description

Overview Highly experienced Customer Service Functional Lead with advanced SAP expertise to serve as the subject matter expert (SME) within a high-volume, transactional customer service environment. This role provides operational guidance and process oversight without direct people management responsibilities. The Functional Lead partners closely with Customer Service Representatives, Sales, Supply Chain, Finance, and IT to ensure transactional accuracy, process efficiency, and exceptional customer experience. The ideal candidate combines deep SAP knowledge with strong analytical capabilities and the ability to influence cross-functional stakeholders. Responsibilities: - Serve as an SAP Subject Matter Expert (SME) for chemistry/spare parts order management, pricing, billing, returns, credits, and assist with ECOMM/EDI. - Oversee and support end-to-end Order processes to ensure accuracy, compliance, and efficiency. - Act as the primary escalation point for complex transactional issues and system discrepancies. - Monitor order flow, backlog, and metrics to proactively identify risks or bottlenecks. - Partner with manager to analyze KPIs and recommend corrective actions or process imp...