Team Lead (Customer Service) – Metals

Why Explore

• Leading a small team of customer service officers
• Challenging and dynamic position
• Exposure to a global business
• Based in Singapore, global commercial hub for Rio Tinto

The objective of RTA Sales & Marketing (S&M) is to be the preferred supplier of aluminium to customers in our selected market areas. The Asia Pacific (APAC) S&M Team manages the planning, sales, delivery, collection and reporting process for six aluminium smelters in Australia, New Zealand, Canada and Oman producing approximately 1.5 million tons of primary aluminium products for regional (principally Asia Pacific) markets.

We are currently recruiting for a Team Lead to lead a team of 3 – 4 customer service officers and drive a strong commercial outcome through strong leadership and close collaboration and engagement with stakeholders across multiple levels.

This is a fantastic opportunity for a high achiever and/or experienced leader who is keen to take up or further improve their leadership skills and lead the team to achieve the business outcome.

Reporting to the Customer Service Manager, you will be entrusted with the following responsibilities:

Key Accountabilities

• Understand key value drivers for product group or business unit
• Provide technical support for implementation of product group or business unit marketing strategy and commercial objectives, including execution of sales, administration of contracts and management of customer relationships
• Maintain relevant databases are required
• Analyse and report on progress against commercial objectives as required
• Participate in improvement projects, such as the integration of new systems of development of new customer business
• Manage individual knowledge levels, identifying area of growth and development where possible

Team Leadership (30%)

• Be responsible for new hires, and nurture a performance-driven customer service team culture throughout the team
• Provide leadership for the group of 3 - 4 Customer Service Officers
• Working closely with the Manager to create development plans
• Coaching, guiding and upskilling the team

Operational (30%)

• Ensure compliance for all aspects of the customer service team including legal, employees and Contractors.
• Resolve all customer service team operational issues by escalating and engaging relevant internal & external stakeholders to ensure customer service excellence provided to all APAC customers.
• Ensure robust analysis of value trade-off decisions, so that issues are resolved in a robust, data driven way for the outcome, which optimizes system value.
• Analyse and report on progress against marketing and sales objectives as required by preparing critical month end data and reporting in a timely manner.
• Provide timely and effective support to the Manager - Customer Service and Supply Chain
• Actively manage TWC through optimising collection process (Accounts Receivable) and able to provide in-depth analysis
• Monthly reporting and analysis for business performance
• Contribute to monthly planning (perspective of current system capabilities and improvement opportunities)
• Develop mitigating solutions to resolve supply issues
• Understanding the metal position and smelters capabilities and S&OP initiatives
• Provide and analyse data to support performance and identify areas of opportunity/ weaknesses
• Check and review pricing inline with internal controls
• Approve and review LC discrepancies and customer claims
• Negotiate rates with the banks for confirmation and financing
• Prepare reporting (TWC, AR, Factoring, LC discounting, OTIF, FTA)
• Annual submission of data for US blanket COO and marine insurance
• Support Business Unit digital implementation
• Understanding and support new business initiatives

Stakeholder Engagement & Management: (20%)

• Develop and maintain effective business relationships with customers (both existing and potential) through personal contact and other forms of exchange
• Assist with implementing customer solutions that create value for RTA and for our customers and that complement RTA's operations or future development opportunities
• Ensure effective communication channels across operations
• Develop and maintain external relationships with shipping companies, financial institutions and other service providers, through personal contact, exchanging information and assisting with problem-solving
• Provide commercial assistance and maintain effective communication with internal RT Aluminium contacts from Sales teams, smelter based personnel, and other internal service providers.

Continuous Improvement (20%)

• Identifying the Contract to Cash process and undertaking small projects to continuously improve
• Be active part of the digitisation initiative to optimise and shorten the CTC process

• Contribute to the monthly planning process: both to provide a perspective of current system capabilities and improvement opportunities, and to receive instructions for future TWC targets

What you will need for the role

To succeed in this role, you will have:

• At least 5 years of experience in customer service / trade execution in commodities sector
• A bachelor’s degree/Diploma or equivalent
• Supply Chain, Trade Finance and Shipping knowledge
• International trade documentation / Letters of Credit is essential.
• Strong knowledge of Incoterms and UCP600
• Good command of English language, knowledge of Mandarin due to inherent business needs for Chinese market
• Proven ability to generate quality reports and dashboard in Excel, analytical & problem solving skills
• Adaptable to change management and leading a team
• Team player, able to work in matrix environment
• Commitment to delivering exceptional customer service at all times
• Ability to operate effectively and independently under pressure in a multi-tasking environment
• Experience in project improvement implementation
• Experience in driving efficiencies and new initiatives
• Ability to identify and manage risks adhering to full compliance regulations

It will also be beneficial if you have:

• At least 1 year of team management experience
• Data Analytical skills and knowledge in Power BI
• Knowledge of Aluminium / Base Metals

• A work environment where safety is always the number one priority
• A permanent position working directly for Rio Tinto
• A competitive base salary reflective of your skills and experience with annual incentive program
• Comprehensive medical benefits for employees and immediate family
• Attractive share ownership plan
• Company provided insurance cover
• Career development & education assistance to further your technical or leadership ambitions
• Ongoing access to family-friendly health and medical wellbeing support
• Leave for all of life’s reasons (vacation/annual, paid parental, sick leave)

Where you will be working

Rio Tinto is a global leader in aluminium, one of the world's most widely used metals. Active in the sector for more than 110 years, we operate large-scale, high-quality bauxite mines and alumina refineries; alongside the world's most modern and competitive aluminium smelters portfolio. Our industry leadership includes our benchmark smelting technology and enviable hydropower position, key strengths in today's carbon-constrained world.

About us

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