Customer Service Supervisor
Manages the customer service team in an effort to provide a superior level of customer support. This includes implementing policies and directives from management, continuously updating and refining existing practices and processes, and mentoring and coaching team personnel to develop and raise their individual skill sets.
Liaise and collaborate with other departments within the business including, but not limited to, Commercial Teams and Supply Chain and Logistics, with a view to sharing customer information and facilitating best practice across the business.
As a Customer Service Supervisor your tasks and responsibilities will include:
(25%) Develop and build a high performing team around sales administration to ensure the highest performance and quality in managing the day-to-day operational activities for customer service. This involves allocating the appropriate resources to the group to meet the business demands of each region and customer type.
(15%) Manage all facets of customer retention including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
(20%) Audit, analyze and harmonize the best practices & develop SOPs in compliance with the affiliated regulatory bodies to keep clear process under control. Additionally, work with stakeholder(s) to implement harmonized systems and process around order entry, metrics and reporting.
(10%) Ensure compliance of applicable accounting roles and other requirements (e.g.: SOX) such as revenue recognition, inventory rules. Develop and manage high performance teams by selecting, developing, and evaluating personnel to ensure the efficient operation of the group.
(10%) Ensure customer satisfaction is improved by monitoring key performance metrics and pushing order turnaround.
(10%) Liaise between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Review warranty claims. Develop and manage return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
(10%) Continued focus on business process improvement in order to define those aspects of the business which have the ability to impact the customer. Analyze operational processes & results, escalation procedures and perform training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
Customer Service Supervisor key skills and experience:
Analytical, critical thinking, organizational, presentation, communication, reporting and interpersonal skills.
Strong communicator and team player – can lead the team despite ambiguity and has a proven track record in driving change management.
Strong operational, problem solving and managerial skills.
Ability to make observations and translate findings into improving or developing processes which will lead to a higher level of customer support.
Ability to lead, influence, mentor and motivate direct reports to achieve personal and office goals.
5+ years related customer service experience is required with 3 of the years in a managerial role preferred, managing a customer service group (i.e. order management or Contracts).
Thorough knowledge of customer service best practices, and proficiency in customer service tools and software.
Demonstrated success in customer and staff management.
Experience and understanding of Export Customer Service center administration, systems.
Ability to work and lead in an international environment within a matrix organization.
Ability to use/create dashboards, develop and deliver presentations.
Ability to travel in Europe (5-7 days per month).
Bachelor's degree and/or MBA preferred.
Fluent, written and spoken English is essential; Additional fluency in at least one other main European language would be useful.
Knowledge of computer networks and business software including: ERP, SAP, Oracle, Salesforce.com, MS Office, Lotus Notes, and CRM experience.
Location:
Work on-site in Lisbon, Portugal.
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