Customer Success Team Leader

About Clean Harbors

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $4.3 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CEO.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 18,000 employees and has over 450 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

Job Title: Customer Success Team Leader

Location: Pune

Job Overview:

Customer Success Team Leader to oversee our inbound service and sales team. The ideal candidate will have a strong background in customer service, sales, and leadership, with a proven ability to drive both customer satisfaction and sales performance. As a Team Leader, you will guide and inspire a team of representatives handling both service and sales inquiries, ensuring seamless service delivery, and meeting sales targets while maintaining high customer satisfaction

Roles And Responsibilities

•Team Leadership & Development: Lead, motivate, and coach a team of inbound customer service and sales representatives, ensuring they are aligned with business goals and consistently meet performance targets.
•Sales Performance: Drive team performance in achieving sales targets through effective coaching and support, ensuring representatives are equipped to upsell and cross-sell in a way that enhances the customer experience.
•Customer Satisfaction: Ensure that the team delivers high-quality customer service, handling inquiries professionally, addressing issues promptly, and maintaining positive customer relationships.
•Operational Excellence: Oversee the day-to-day operations of the inbound team, ensuring that all service and sales processes are followed efficiently and effectively.
•Training & Onboarding: Facilitate ongoing training, coaching, and development programs for team members to enhance product knowledge, sales techniques, and customer service skills.
•Performance Monitoring & Reporting: Driving KPIs for the team, tracking individual and team performance, and providing regular feedback to drive improvement. Analyze team data to identify trends and actionable insights.
•Escalation Management: Act as the primary point of escalation for complex customer inquiries, ensuring that all concerns are resolved in a timely and professional manner.
•Collaboration & Continuous Improvement: Work with internal teams, including training, quality assurance, and operations, to optimize processes, identify improvement areas, and implement best practices to enhance service delivery.
•Customer Retention & Engagement: Identify opportunities to build customer loyalty, proactively addressing concerns and ensuring that customers’ needs are met in a way that supports long-term relationships.

Skills Required:

•Excellent written and speaking communication skills; highly proactive and leadership skills
•Must have worked with Cross Functional teams across the globe
•Must possess a global mindset and adaptability to different environments.
•Must be Quality Oriented with a passion in process improvement and automation
•Must have excellent analytical/ problem solving inclination
•Experience leading and coaching teams, developing career paths and opportunities. Demonstrated ability to work on multiple projects simultaneously
•Attention to detail and able to maintain data confidentiality
•Proficiency in MS suites like Word, Excel, and PowerPoint, etc

Work Timings: Rotational Shifts (Can change based on business need, must work from office with global working windows)

Qualifications & Skills:
•Bachelor's degree or equivalent experience in sales or a related field.