Customer Service Supervisor
Customer Service Supervisor
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Job Description
Position Summary
With a deep understanding of internal processes and comprehensive knowledge of department tools Customer Service Supervisor drive timely solution-oriented decisions to ensure accurate and efficient order processing. Upholding high standards of efficiency quality and cost-effectiveness they assist manager and team members to deliver exceptional customer experiences. Providing training guidance and support to their team they facilitate mastery of new tasks and actively recommend improvements to workflow and procedures.
Duties and Responsibilities
Under limited supervision general direction etc. and in accordance with all applicable government laws regulations and ASP policies procedures and guidelines this position:
Go-to person for the Customer Service/Order Management team and other stakeholders involved in the order-to-cash process flow and SAP topics.
Supervise and lead a Customer Service/Order Management team to ensure timely and accurate processing of customer orders and inquiries.
Develop and implement effective training programs to enhance skill levels and cross-training knowledge across the team and other stakeholders.
Establish and analyze customer service metrics/KPIs to identify areas for improvement and implement corrective actions quickly.
Provide regular feedback and coaching to team members to foster a positive and productive work environment.
Stay updated on industry trends and best practices in customer service to continuously improve service quality.
Provides administrative support at a specialist level. Incumbents are highly proficient in a broad range of activities related to their job.
Demonstrate proficiency in a broad range of activities. They may act as a lead or mentor to junior staff and expectations include managing a high volume of verbal and written customer interactions.
Oversight and accountability for data integrity during the order entry process.
Define and document quote-to-cash workflow procedures and policies.
Define and implement new metrics/KPI to align with global standards identify improvement opportunities and manage change within the team and other stakeholders.
Support internal audits as needed ensures timely follow-up and resolution of outstanding issues and serves as a point of escalation.
Responsible for communicating business-related issues or opportunities to the next management level and perform any other duties assigned as needed.
Years of Related Experience:
Minimum of 5 years of experience in customer service or order management roles with at least 1-2 years in a supervisory or leadership position.
Knowledge Skills Abilities Certifications/Licenses and Affiliations: (Include any required computer skills regulatory knowledge certifications licenses languages cognitive and behavioral abilities etc.)
Strong understanding of the order-to-cash process and supply chain management principles.
Analytical and problem-solving skills with ability to clearly identify issues and timely implement solutions.
Strong written and verbal communication and interpersonal skills.
Demonstrated ability to develop and deliver meaningful logical and interesting presentations.
Training/education methodologies
Extensive experience with SAP (S/4HANA).
Experience inquiry management and customer communication.
Leadership qualities including the ability to motivate and inspire team members to achieve goals.
Certification in SAP is preferred but not required.
Responsibility for Others and Internal Interactions
Internal interactions for a Customer Service Supervisor are crucial for fostering collaboration ensuring operational efficiency and driving continuous improvement within the organization.
You will be liaising with IT Commercial Logistics Planning Finance Quality and etc. on daily to support operational matters and task/projects assigned.
While the CS supervisor may not have direct reports they will still interact closely with their team members providing guidance support and feedback to ensure that team members are equipped to handle their responsibilities effectively and contribute to overall departmental goals.
The CS supervisor will have regular communication with their manager or higher-level management providing updates on team performance task/projects progress discussing challenges and opportunities and seeking guidance on strategic initiatives or decisions.
Interactions related to training and development may involve collaborating with HR or training departments to design and implement training programs for team members ensuring continuous improvement in skills and knowledge.
External Interactions
You will require to interact with external customers 3rd party service provider or IT system consultancy.
Required Experience:
Manager
Employment Type
Full-Time
