Customer Care Supervisor
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Job Summary
Team Leadership & Development
Lead and develop the Customer Service team to achieve SLA KPI and customer experience targets.
Build team capability through coaching training and knowledge sharing.
Foster a culture of accountability ownership and continuous improvement.
Order & Service Operations
Oversee end-to-end order management including quotations orders invoicing and customer inquiries.
Ensure accurate timely service delivery through close coordination with Finance and Logistics.
Maintain compliance with service processes and customer requirements.
Performance & Continuous Improvement
Monitor service performance customer feedback and operational metrics to drive improvements.
Manage service escalations and implement corrective actions.
Improve efficiency customer satisfaction and service quality.
Cross-Functional Collaboration
Partner with Sales Finance Logistics Marketing and Corporate teams to deliver seamless customer service.
Act as the primary liaison between customers KAMs and internal stakeholders to resolve critical issues.
Systems & Digital Transformation
Utilize SAP Genesys Zendesk and related systems to support service operations.
Drive adoption of digital solutions including Webshop and PunchOut.
Support automation system enhancements and continuous process improvement.
Qualification
Bachelors degree in any related field.
Minimum 5 years of experience in customer service or operations with at least 2 years in a supervisory or team leadership role preferably in a B2B or corporate account environment.
Excellent people management coaching and performance development skills with a focus on team engagement and continuous improvement.
Strong command of English (both written and spoken) for effective communication with international stakeholders and Group functions.
Proven ability to manage order-to-cash processes including order handling invoicing and issue resolution.
Hands-on experience with core systems such as SAP Zendesk and Genesys is required.
Experience with Microsoft Dynamics will be considered an advantage.
Strong analytical problem-solving and decision-making abilities with a track record of improving service standards.
Ability to work in a fast-paced cross-functional environment managing multiple priorities with a customer-first mindset.
Required Experience:
Manager
About Company
The Lyreco Group is the European leader and the third largest distributor of workplace products and services in the world. A specialist of the work environment, Lyreco's expertise covers all workplace needs: office supplies, stationery, office furniture, IT equipment, printing solutio ... View more
