Customer Service Supervisor

JOB PURPOSE:

Customer Service is a key function in the OTD department and is one of faces of the organization in front of its customers. It is a role having a significant impact on overall customer satisfaction. The role of customer service Supervisor must be able to multitask meet tight deadlines and succeed whether working independently or with the team.

As a Customer Service Supervisor, you will be responsible for a team of about 6 – 10 people. This position is responsible for planning, directing, and coordinating Customer Service activities with the team at the own location, with substantial coordination with internal and external stakeholders. This function needs to develop the department, and the business, by implementing both local and international policies, strategy, and goals. As CS supervisor you develop and implement best practices and improvement proposals, for improved customer experience and for assuring that a culture of continuous improvement is active, all within the own region and to assure that organizational objectives are achieved.

KEY RESPONSIBILITIES:

• Set clear objectives and actively monitor team performance, fostering engagement and teamwork.
• Track and improve customer service KPIs, developing action plans to exceed targets.
• Oversee CSR activities, including customer communications, order status, product availability, and financial close processes.
• Ensure clear and professional communication with both internal teams and customers.
• Maintain compliance with internal procedures while enhancing the customer experience.
• Act as a liaison between customers, sales managers, and internal stakeholders, ensuring quick responses.
• Monitor daily order activity and coordinate with logistics to resolve delivery issues.
• Provide exceptional customer service, managing difficult customers when necessary.
• Expertly use SAP and understand its impact on other systems.
• Innovate solutions based on product, customer, and market knowledge.
• Manage customer complaints and resolve them in a timely manner.
• Provide pricing, availability, and scheduling information within established guidelines.
• Support master data accuracy and manage pricing roles as needed.
• Ensure audit requests are satisfied during the annual financial audit process.
• Offer support to customer service representatives and back them up when necessary.
• Demonstrate problem-solving skills and adaptability in a dynamic environment.
• Have a solid understanding of INCOTERMS, payment terms, and banking documentation.
• Be familiar with month-end processes, credit/debit processes, and other financial aspects.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualification and Experience:

• University degree.

• 5+ years in a reputable organization in related roles.

• Exposure in Customer service role preferred.

Job Specific Skills:

• Excellent communication & problem-solving skills.

• Ability to work under pressure.

• Skills in MS reporting tools like Excel, PowerPoint etc.