Sr. Customer Service Supervisor
Job Location:
Monthly Salary:
Posted on:
30+ days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
WHAT YOU WILL DO
- Act as the main point of contact for key accounts or complex high-risk orders
- Manage customer escalations leading root cause analysis solution development and closure
- Oversee the end-to-end order management process to ensure data and documentation accuracy
- Coordinate cross-functionally with Sales Planning Logistics Warehouse Quality and Finance teams
- Proactively identify risks and bottlenecks in customer service processes and drive improvements
- Monitor customer service KPIs (e.g. OTIF complaint rate order accuracy) and implement corrective actions
- Coach and support junior customer service team members through daily guidance and knowledge sharing
- Support customer reviews business reviews (QBRs) and internal improvement initiatives
- Ensure all customer service activities comply with company policies compliance and audit requirements
MINIMUM REQUIREMENTS
- Bachelors degree or above preferably in Logistics Supply Chain Business or International Trade
- 5 years of experience in customer service order management or supply chain-related roles
- Strong understanding of end-to-end Order-to-Cash processes and complex issue resolution
- Proven ability to work cross-functionally and influence stakeholders under pressure
- Strong analytical mindset with attention to data and continuous improvement
- Proficient in MS Office (especially Excel); ERP/SAP experience required
- Strong written and verbal communication skills in both Chinese and English (preferred for global roles)
Post: 001 002
Required Experience:
Manager
About Company
Ecolab is the global leader in water, hygiene and energy technologies and services. Every day, we help make the world cleaner, safer and healthier – protecting people and vital resources.
