Customer Service Supervisor

KEY RESPONSIBILITIES

• Set clear objectives and actively monitor team performance, fostering engagement and teamwork- 

• Track and improve customer service KPIs, developing action plans to exceed targets- 

• Oversee CSR activities, including customer communications, order status, product availability, and financial close processes- 

• Ensure clear and professional communication with both internal teams and customers- 

• Maintain compliance with internal procedures while enhancing the customer experience- 

• Act as a liaison between customers, sales managers, and internal stakeholders, ensuring quick responses- 

• Monitor daily order activity and coordinate with logistics to resolve delivery issues- 

• Provide exceptional customer service, managing difficult customers when necessary- 

• Expertly use SAP and understand its impact on other systems- 

• Innovate solutions based on product, customer, and market knowledge- 

• Manage customer complaints and resolve them in a timely manner- 

• Provide pricing, availability, and scheduling information within established guidelines- 

• Support master data accuracy and manage pricing roles as needed- 

• Ensure audit requests are satisfied during the annual financial audit process- 

• Offer support to customer service representatives and back them up when necessary- 

• Demonstrate problem-solving skills and adaptability in a dynamic environment- 

• Have a solid understanding of INCOTERMS, payment terms, and banking documentation- 

• QUALIFICATIONS, EXPERIENCE, & SKILLS

  Minimum Qualification and Experience

              University degree

             Exposure in Customer service role preferred

  Job Specific Skills

              Excellent communication & problem solving skills

             Ability to work under pressure

              Skills in MS reporting tools like Excel, PowerPoint etc