Customer Service Supervisor

Job Purpose

• Supervises the assigned customer service representatives, organizes, co-ordinates and monitors daily tasks, planning team workload to efficiently use available resources and signals issues in capacity to COS Cluster Manager.

• Responsible for overall supervision of assigned COS representatives, including initial and follow up training, holidays, sickness, absence reporting and professional development activities of assigned team within Success Factors.

• Supports and assures the COS representative’s highly professional interactions with customers associated with their order processing, complaint registration, general management and information required.

• Acts as a focal point within the local regional team, collecting issues and improvement suggestions for escalation to the Customer Service Cluster Manager.

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Key Accountabilities

• Supervises the assigned customer service representatives, organises, co-ordinates and monitors daily tasks, planning team workload to efficiently use available resources and signals issues in capacity to COS Cluster Manager.

• Responsible for overall management of assigned customer service representatives, including initial and follow up training, holidays, sickness, absence reporting and professional development activities of assigned team within Success Factors.

•  Ensures job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.

• Acts as a focal point within the local regional team, collecting issues and improvement suggestions for escalation to the Customer Service Cluster Manager.

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• Assures cooperation between customer service and field sales force regarding administration of customers’ orders.
• Closely cooperates with the Logistics function to maintain consistency in approach towards customer service in the organization.
• Adheres to all applicable corporate as well as site policies/procedures with regard to personal conduct/HS&E standards and acts in compliance with all regulations

Key Activities

• To manage order receipt efficiently, prioritizing timely order processing and good customer interactions and relationships.

• Supports the order-to-cash process with excellence in order processing and overall verification of orders on credit hold.

• Registers and processes orders in the SAP system received via, electronic mail, phone or

through other contact with the customer or associate.

• Ensures order processing is handled correct and in full and is transferred to the Logistic teams and transport companies (logistics).

• Raises issues in delivery and/or invoices process with Cluster Customer Service Manager.

• Acts as first level contact with for customers for order receipt, quotations, answers to questions and in attempting to resolve complaints.

• Where appropriate contact agents and make necessary arrangements for delivery to an agent, vessels or direct to customers

• Obtains adequate customer and product knowledge to find solutions for customer needs (e.g. additional and/or alternative products).

• Makes proposals for improvements on work processes to Cluster Customer Service manager and OTC Development Manager.

• Completes registering / filing / archiving of customer service-related documentation.

Experience/Skills/Abilities

Experience in Customer Dpt/Facing Customers/People mgt

Language Skills

• Good local language required  
• Good English

IT Skills

• Strong IT literacy, especially in all Microsoft office applications. Excel and outlook
• Proficiency in SAP desirable

Other Skills

• Coordination and supervision of a local team

• Good networking skills with all stakeholders across several internal and external functions
• Demonstrable experience of ability to work under pressure
• Attention to detail and accuracy
• Strong client-facing and communication skills
• Problem- solving
• Proactivity

Education

• University degree in Business Administration preferably.

Competencies