At Dow, we believe in putting people first and we’re passionate about delivering integrity, respect and safety to our customers, our employees and the planet.  

Our people are at the heart of our solutions. They reflect the communities we live in and the world where we do business. Their diversity is our strength. We’re a community of relentless problem solvers that offers the daily opportunity to contribute with your perspective, transform industries and shape the future. Our purpose is simple - to deliver a sustainable future for the world through science and collaboration. If you’re looking for a challenge and meaningful role, you’re in the right place. 

About you and this role

As a senior customer service team leader, you will be responsible for leading, developing and motivating multiple leaders and groups of customer service professionals while working closely with multiple functions to ensure that Customer Service plans are integrated with the overall Business strategies and objectives. This person must be able to turn multiple business and leveraged ISC strategies into customer service day-to-day operation excellence.

As a leader of leaders, you will partner to help set the culture and ensure a positive employee experience for Team Dow in India.

Responsibilities

• Acts as Customer Service Leader to meet at appropriate cost and in quality/speed business requirements.
• Leads multiple order management teams, or team of Customer Service SMEs
• Leads multiple business aligned, leveraged order management teams, or team of Customer Service SMEs
• Fully understands Customer Service functional excellence and its E2E dependency with other functions and the external customers.
• Accountable for decisions regarding employee desk complexity, performance, escalations and exceptions.
• Ensures work process execution is operating effectively within the team.
• Collaborates with the business to ensure business strategy and service offerings are met.
• As a leader of other leaders, helps makes hiring decisions and manage talent selection/performance
• Ensures implementation of work process, Most Effective Technology (MET) and best practices. Assure the execution of leveraging opportunities across businesses within a given region or across the regions.
• Drivers or supports large strategic E2E projects by identifying and leading the implementation of order fulfilment optimization initiative.
• Leads a team of peers towards quality and productivity improvements by defining and implementing KPIs, benchmarking analytics, tools.
• Collaborates across the function globally for leveraging best practices
• Assures the execution and collaboration of leveraging opportunities across businesses and functions
• Evaluates, develops and conducts effective functional onboarding trainings, soft skill trainings, and operation and leadership competency requirements.

Qualifications

• A minimum of a Bachelor's degree is required. Master’s degree is preferred.
• A minimum of 5-10 years of combined experience in Purchasing, Sales/Marketing, M&E (Manufacturing & Engineering), and/or Supply Chain
• People Leadership experience is preferred.
• Strong business and financial acumen.
• Deep understanding of the India geography
• Strong affinity for collaborating for superior results, delivering innovative solutions, leading courageously and generating customer value
• Passion for people leadership

Preferred Skills

• Requires strong influence management skills and understanding of business priorities.
• Ability to persuade others (internal and external stakeholders) through effective communication skills and strong collaboration skills across Source-to-Pay colleagues and stakeholders.
• An understanding of the region and its capabilities / global connect and presence and excellent data analytics & process knowledge.
• Familiarity of leading improvement projects and having accountability for on-going activities or initiatives.
• Exhibition of strong work ethic and responsiveness to facilitate excellent Customer Experience.

Additional notes

Relocation/visa sponsorship is not aligned with this role

Benefits – What Dow offers you 

We invest in you. 
 

Dow invests in total rewards programs to help you manage all aspects of you: your pay, your health, your life, your future, and your career. You bring your background, talent, and perspective to work every day. Dow rewards that commitment by investing in your total wellbeing.  

Here are just a few highlights of what you would be offered as a Dow employee: 

• Equitable and market-competitive base pay and bonus opportunity across our global markets, along with locally relevant incentives. 
• Benefits and programs to support your physical, mental, financial, and social well-being, to help you get the care you need...when you need it. 
• Competitive retirement program that may include company-provided benefits, savings opportunities, financial planning, and educational resources to help you achieve your long term financial-goals. 
  • Employee stock purchase programs (availability varies depending on location).
• Student Debt Retirement Savings Match Program (U.S. only).
  • Dow will take the value of monthly student debt payments and apply them as if they are contributions to the Employees’ Savings Plan (401(k)), helping employees reach the Company match.
• Robust medical and life insurance packages that offer a variety of coverage options to meet your individual needs. Travel insurance is also available in certain countries/locations.
• Opportunities to learn and grow through training and mentoring, work experiences, community involvement and team building. 
• Workplace culture empowering role-based flexibility to maximize personal productivity and balance personal needs. 
• Competitive yearly vacation allowance.
• Paid time off for new parents (birthing and non-birthing, including adoptive and foster parents).  
• Paid time off to care for family members who are sick or injured.  
• Paid time off to support volunteering and Employee Resource Group’s (ERG) participation. 
• Wellbeing Portal for all Dow employees, our one-stop shop to promote wellbeing, empowering employees to take ownership of their entire wellbeing journey.
• On-site fitness facilities to help stay healthy and active (availability varies depending on location).
• Employee discounts for online shopping, cinema tickets, gym memberships and more.
• Additionally, some of our locations might offer:
  • Transportation allowance (availability varies depending on location)
  • Meal subsidiaries/vouchers (availability varies depending on location)
  • Carbon-neutral transportation incentives e.g. bike to work (availability varies depending on location)

Join our team, we can make a difference together.

About Dow Chemical International Pvt Ltd

Dow Chemical International Private Limited (Dow India) aims to be the most innovative, sustainable, inclusive customer-centric materials science company. The company is committed to delivering the right solutions to its customers’ challenges. With broadest technology sets spanning performance materials, industrial intermediates, and plastics Dow India delivers differentiated science-based products and solutions in high-growth segments, such as packaging, infrastructure, automobile, and consumer care.

A Great Place to Work® Certified company with approximately over 1000 employees, its operations comprise of manufacturing sites, innovation center, established centers of excellence, and commercial office. As a responsible corporate, the company supports its Corporate Social Responsibility (program) with technology expertise and employee volunteerism. Dow India works with non-profit partners towards the empowerment of differently abled, women, and children in communities where it operates. The company aims to redefine the societal blueprint, by supporting holistic sustainability and circular economy initiatives.

As part of our dedication to the diversity of our workforce, Dow is committed to equal opportunities in employment.  We encourage every employee to bring their whole self to work each day to not only deliver more value, but also have a more fulfilling career. Further information regarding Dow's equal opportunities is available on www.dow.com.