Position Summary
In the position of Customer Service Supervisor, you will be leading Customer Service team and has the responsibility of managing and assisting department with daily matters, focusing on standardization, efficiency and quality. Respond to customer inquiries, orders, complaints, and concerns. Maintain standard order process. Ensure the team provides the highest level of customer service.
Essential Job Functions
- Work with internal and external customers to ensure sales orders have a clear transfer of ownership in compliance with company financial accounting procedures, and sample orders are timely. with an accurate accounting of company expenditures.
- Work closely with customers across the assigned territories, in close collaboration with Operations , to address any and all service issues dealing with product supply and sales order fulfillment.
- Receive, organize, and manage data entry of all customer orders to support demand fulfillment in support of company sales objectives, and keep close contact with customers to monitor their inventory levels and depletions.
- Act as the process owner, e.g. order handling, customer information management, establish, maintain, improve and follow up the implementation of processes. Handle complex customer inquiries and complaints that the team cannot solve.
- Supervise daily operations of the customer service department. Ensure customer service team is properly trained and prepared to meet the customers’ needs. Recruit, train and retain quality customer service representatives.
- Lead and support Customer Service team, develop their capabilities and skills with respect to issues related to customer, communication with internal departments. Develop Key Performance Indicators (KPI)s.
- Ensure that Company operational standards, policies, procedures, and practices are followed in a timely and consistent manner.
- Lead the customer service team, to develop and implement plans to maintain, continuously improve the quality of customer service for business and support and finish new projects.
Position Requirements
- Prefer a Bachelor's Degree in the field of -- Business Administration, Business, Analytics, Accounting, Supply Chain or related field of study.
- Additional Experience Desired: Between 3-5 years of experience in Fast Moving Consumer Goods (FMCG) industry.
- Additional Experience Desired: More than 5 years of experience in Customer Service, Supply Chain.
- Computer Skills Desired: Advance user Microsoft office.
- Preferred Certifications: Ability to use computer-based ERP system, SAP experience preferred – ECC, MM ,MRP.
- Additional Knowledge or Skills to be Successful in this role: Fluent English preferred.