Customer Service Supervisor

Description

The Customer Service Supervisor, ensures that the Customer Service Department runs smoothly and efficiently, ensuring the teams perform to the best of their abilities and fully utilize the SAP system. The role requires an expert knowledge of the workings of a CS Department and the ERP system to ensure queries and issues can be resolved quickly and efficiently. They are also responsible for the department's measures (Complaints and OTIF) and keeping within designated targets. Process adherence and development are critical in this role. They link the planning, commercial, and customer service teams and Italmatch customers.

Process implementation and sharing best practices are the focus, as is taking part in reporting progress on KPIs in regular global customer service and regional supply chain team calls. The CS team's role is to lead daily interaction with transportation, tolling, and warehouse third parties concerning customer orders and manage the inbound supply chain to customers.

What You Will Do

• Managing selected customers within in the region.

• Customer complaints: Leading the process, setting up calls, follow-up on open complaints, ensure complaints are handled quickly and accurately for the business and customers & definition of CAPA. Updating Salesforce and providing feedback to the Commercial team.
• KPI: define and support the roll-out and implementation / IT issues resolution of the correct indicators:
  • Credit notes vs number of orders
  • OTIF

• Order management / data integrity:
• Ensure SAP is fully set-up to cope with business needs: Drop-shipments (IC transfer price definition, Legal entities, SKU’s, customers).
• Pricing: full accountability on pricing. Lead project to roll-out new process to store, control & share pricing together with Sales / Finance.
• Invoicing: roll-out new process aligned with global standards (fully usage of SAP to have “over-night” invoicing).
• Customer master data: full accountability to own the process and liaise with CSR, finance & finally CTU Customer for sold to party set-up & routes (when ship to’s are mapped, in collaboration with logistics to define if data is accurate = quarterly review)
• Month-end process: full accountability on the month end closing process to ensure activities are performed on a timely manner, liaising with Finance Department.
• Sales Support: maintain and defend the agreed & defined boarders and interactions with sales team. Build a resilient team ensuring proper constant level of service to the business.
• Ensure the Team handles inquiries from the regional customer base, distributors, and agents about orders, product availability, prices, invoicing and shipping details.
• Work effectively with Business Operations & Logistics staff to ensure product availability and inform customers of their order status in case of any delays through the relevant CSR.
• Ensure customer credit control compliance; go to person for any issues on Letters of Credit and other forms of payment where appropriate.
• Onboard new staff and refresh training for established CSRs.
• Be the voice of the customer and the Commercial Team in Operations.
• Attends and presents (customer service metrics) at monthly regional S&OP meetings & complaints’ meeting.
• Drives a pro-active, forward-facing customer service engagement culture with customer base to support S&OP, Demand Planning, Market and Customer Intelligence, and effective Customer Relationship Management (CRM).
• Help in understanding customer’s ordering behavior.
• Build the network with other regional leads in order to share best-practices and guarantee a global standard in modus operandi.

The Experience You Will Bring

• 5-10 years of experience in a B2B industry
• 3-5 years in a managerial position
• Bachelor’s degree
• Export regulation and documentation knowledge.
• Significant ERP experience, SAP preferred.
• Proven track record of driving continuous improvement and best practices.
• Ability to work flexible hours.
• Strong Customer-oriented vision.

What Will Set You Ahead

• Proficient in English. Any additional language is considered as a plus.
• Ability to communicate and inspire vision and direction to the Customer Service team.
• Experience managing local and remote teams.
Demonstrating desired competencies – leadership, interpersonal skills, cross-functional teamwork, influencing, customer intimacy, drive for results.

Salary and Benefits Commensurate with Experience. Equal Opportunity Employer. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify.