Back Office Team Leader

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Employer: Federal-Mogul Motorparts
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 02.02.2018
    Short company description

    Federal-Mogul Corporation is an innovative and diversified global supplier for quality products, trusted brands and sustainable solutions to manufacturers of automotive, light commercial, heavy-duty and off-highway vehicles, as well as for power generation, aerospace, marine, rail and industrial environment.

    Federal-Mogul Motorparts operates in Romania through two plants located in Ploiesti and a Global Business Center located in Bucharest.

    Visit our website and find out more about us at:


    • Well organized
    • Capable of versatility & adaptability
    • Capable to work in multi-cultural environment
    • Business process knowledge
    • SAP, MS–office, data warehouse
    • Work in team
    • Take initiatives
    • Fluent in English; any other language is a plus

    • Internal: customer service front office, sales, warehouse, supply chain, quality, finances
    • External: customers, agents, forwarders and others (when required)

    • Minimum/Essential: Bachelor degree or equal through experience

    • Minimum/Essential: 3-4 years experience in a commercial environment


    Position Summary

    The position consists of managing two main areas, operational and team coordination, allocating 50% of the time to each area. Operational, the Back office Team Leader will manage claims and returns and perform other operational activities, particularly related to the back office area. Based on the strategic direction provided by the CS Manager, leads the local team in charge of Back office activities, such as claims management, warranty and quality and returns, for the aftermarket business of FM. The role drives process improvements to increase productivity. The Back office Team Leader will also support the CS Manager recruiting and later coordinate all day-to-day local matters of the Romanian-based Back office team. All these activities shall be performed in full coordination with existing structures.

    Principal Responsibilities
    - Operational activities

    Manage customer claims. Deal with customer stock cleaning & customer returns: issue goods return approval to customer & related credit notes upon warehouse inspection results. Manage other claims linked to deliveries (quantity & part discrepancies, damaged parts, lost in transit, etc) & price adjustment in full coordination with Customer service front office, cash collection team, sales team & Supply planning teams. In charge of follow up for intercompany flows. Manage Interco orders and claims. Input requests for customer account creation or change.
    Recurrent reporting of claims and return status and follow-up with involved parties.

    - Coordinate the back office team

    Coordinate & organize activities within the team, in line with the business requirments, to ensure continuity in service level to customers. Coordinate organization of local activity with other customer service departments within EMEA organization. Adapt & standardize best processes.

    Support CS Manager to recruit local team to be able to fulfill Back office activities for Aftermarket in EMEA, in charge of claims management, warranty and quality and returns, processes improvement & tools.
    Support the team & ensure they have the means to perform their tasks. Ensure the team performs in full compliance with F-M internal policy & applicable legislation

    - Leadership & processes

    Follow F-M processes: Ensure order processing, claims management claims management, warranty and quality and returns are done according to internal approved & defined processes & in conformity with F-M standards. Drive the continuous improvement of such processes.

    Provide guidance & coaching to the back office team on a daily basis.
    Coordinate teamwork & set up priorities to ensure best service to customer & best support to sales & other customer service teams.
    Set up goals for the team following the annuall CS objectives & encourage continuous improvement.
    Control & ensure compliance of processes with internal policy& ethics, trade & tax regulations, financial rules
    Coordinate also with other functions such as Operations, Marketing, Finance (credit analyst), HR, Quality, depending on tasks scope