Job Description

Team Leader Customer Support

Company Background:

Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion's wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals. And we do it all in a planet-friendly sustainable manner.


Location: Manchester


Workplace Type: Hybrid


Ingredion is looking for a dedicated Customer Service Team Leader! This role will test your management, administrative, and stakeholder skills


The

Team Leader, Customer Service Support

is responsible for supporting the Customer Management team, ensuring the effective management of support services such as order processing, source changes, and general customer management. The role reports to the

Manager of Customer Service in EMEA.

What you will do:

Team Leadership - Lead, motivate, and develop a team of Customer Services professionals. Customer Centricity - Advocates for customer needs, ensuring that Customer feedback is heard and addressed. Anticipating customer needs and potential issues before they arise is a key aspect of the role. Arrange mass communications to Customers. Execute Policy and procedures - Execute on customer service policies and procedures e.g. PCN process and Sox Audit Managing KPIs and Reporting: Set and track performance metrics for the order processing team. Gather and analyse large volumes of data from multiple sources, including customer feedback, service interactions, and support tickets. Apply statistical methods and data analytics tools to identify patterns, trends, and areas for improvement. Management of Data - Maintain Customer Service Master data and Update process / user manuals including data on contracts, info-records, batch determination, packing proposal, pricing, rebates etc. Continuous Improvement - Collect and analyse data to identify areas for improvement. Service Delivery - Ensuring the delivery of the Order Entry processes within service level agreements

Qualified candidates will have:

Mandatory requirements:

Proven experience in a Customer Services role including managing and driving Customer Service initiatives and projects successfully A university degree in Business, Supply chain or a related field. Managing and resolving conflicts. Addressing any team issues

Desirable requirements:

Some experience or desire to manage people/people management processes e.g. Recruitment, Performance, Engagement, Development etc. Managing and resolving conflicts. Addressing any team issues

Required behaviors and skills:

Problem solving skills. Ability to effectively develop innovative solutions to customer service challenges Strong Analytical skills - Analysing customer feedback, managing performance metrics and other data, Identify trends and areas for improvement. Attention to Detail - Meticulous attention to detail to ensure data accuracy and reliability

Why Join

Ingredion

?

Discover why Ingredion is the ideal place to advance your career with our exceptional rewards and benefits package designed to help you thrive. Create the future with us and enjoy:

Total Rewards Package - Competitive salary and performance-based pay recognizing your contributions to our success Comprehensive Benefits & Wellness Support

-

Health, long-term savings, and resources for your physical, mental, and emotional well-being Generous Vacation Policy - Take advantage of 33 vacation days each year (bank holidays included), and benefit of the holiday purchase scheme Flexible Work Arrangements - We value flexibility to support you both professionally and personally Career Growth - Learning, training, and development opportunities. Employee Recognition Program - A culture of real-time appreciation, with personalized recognition rewards globally Employee Referral Program - Refer top talent and earn a bonus if they're hired Company Pension Plan - Secure your future with financial support for retirement. Company Events - Join in on our Christmas party, family day, or Sustainability day for fun and connection
Relocation available: No


We value diversity in our company and do not discriminate on the basis of race, color, religion, age, national origin, sex, gender identity, gender expression, sexual orientation, marital status, veteran status, military status, or disability status.



Ingredion offers support to applicants with disabilities throughout the recruitment process. If an applicant requires accommodation during the application or selection process, we will work with the applicant to meet their needs.

Privacy Notice:

The Applicant Privacy Notice explains how Ingredion uses personal data of applicants and what rights an applicant has in relation to the use of this data for recruitment purposes. This notice applies to applications submitted through Ingredion's career websites and through third parties, such as recruitment agencies, job boards and other means, e. g. by post or e-mail. The announcement can be viewed here:


https://emea.ingredion.com/legal/candidate_privacy_notice.html

Relocation Available:

No