The International Customer Service Supervisor is responsible for ensuring a positive customer experience across assigned geographic area. This individual will supervise the daily functions of the International Customer Service team assigned, in order to meet and exceed operational objectives. This person will work functionally with other departments to ensure the highest level of coordination and customer satisfaction. Will be responsible for identifying training needs, chances for improvements, testing new system and process functionalities, coaching and mentoring the team, ensuring we are delivering the highest customer experience possible.
Responsibilities
Key Accountabilities
Supervises, directs, and monitors the activities of the assigned team to ensure timely, considerate, and accurate responses are being provided to our customers.
Serves as the first level of escalation for customer issues and complaints
Collaborate with other departments to streamline cross-functional processes
Conduct regular performance evaluation, identifying training needs and providing constructive feedback
Monitor and analyze metrics, developing and implementing improvements and standard operating procedures, as needed.
Ensure adherence to company policies, procedures and regulations, implementing controls measures to minimize errors and improve accuracy
Creates and maintains a positive, respectful work environment for staff. Serves as role model to the team, fostering Werfen values, encouraging continuous learning and professional growth
Ensures the team demonstrates cultural awareness and sensitivity when dealing with International customers and promote a diverse and inclusive environment
Other duties as assigned
Networking/Key relationships
Other Client Services Teams as needed
Operations (Logistics, Warehouse, Import/Export)
Planning
Commercial Operations
Field Service
Finance
Legal/Compliance
Marketing
HR
QA and RA
Qualifications
Minimum Knowledge & Experience required for the position:
Education:
Bachelor's degree in Business Administration, Finance, Analytics, Supply Chains or related field preferred, or equivalent experience
Experience:
Minimum 6 years related experience in Customer Service environment and / or Supply Chain-Logitsics, Material Management
Prior Supervisory or Team Lead experience preferred
Additional Skills / Knowledge:
Proficiency in Microsoft Excel, including pivot tables and other analytical functions and formulas required
Proficiency of SAP ERP required
Proficiency in Powerpoint editing and public speaking
Solid understanding of Logistics and Supply Chains, both domestic and international
Fluency in English and Spanish required, written and spoken.
Skills & Capabilities:
Ability to multitask and prioritize effectively for business needs
Strong attention to details, ability to analyze data and identify discrepancies
Strong customer focus
Excellent verbal and communication skills, emotional intelligence; ability to manage customer issues, build relationships and cooperate with internal and external customers
Solid understanding of the customer master and material master database
Ability to thrive in a fast-paced environment while maintaining strong attention to detail