Essential duties and responsibilities:
Leadership:
• Owns day-to-day workflow management for Customer Service and Transportation Planning (priorities, handoffs, and service levels), including first-level issue triage and resolution.
• Provides dotted-line people leadership by coaching and developing employees, setting day-to-day expectations, and sharing performance and hiring input with the functional leader (as applicable).
• Drives a culture of continuous improvement and applies process improvement methodologies to achieve maximum operational efficiency.
• Escalates complex or cross-functional people, system, and process issues to the functional leader (or appropriate stakeholders) for timely resolution.

Operational:
• Provides coverage for Customer Service and Transportation Planning (e.g., backfilling absences) and directly manages orders during peak workload periods when demand exceeds team capacity.
• Serves as the primary point of contact for regional tactical topics, including operational coordination and customer prioritization.
• Supports resolution of Quality Notifications within the site’s scope.
• Uses resources effectively and applies change management practices to support smooth operations.
• Ensures processes comply with audit, SOX, and other applicable regulatory requirements.
• Supports development and maintenance of Service Delivery policies and procedures.
• Leads structured problem solving for non-conforming processes (root cause analysis, countermeasures, and verification using data/statistical techniques) and coaches others in these methods.

Education/Qualifications:
• Bachelor’s degree required; master’s degree preferred.
• 1–3 years of experience leading or coordinating teams (direct or dotted-line) in customer service and/or transportation planning.
• Required: experience supporting customers and requirements in the Middle East and India.

Additional skills, capabilities and experience:
Candidates must have the following experience or working knowledge:
• Strong Leadership and change management experience.
• Strong business acumen to effectively manage/reduce costs and drive productivity.
• Strong Customer Focus to meet the expectations and requirements of internal and external customers.
• Excellent team builder and talent developer.
• Excellent written and verbal English communication skills to be able to deal with different Management levels, and ability to participate in cross-functional, team-oriented environment.