Customer Service Supervisor

Basic Function

The Supervisor Customer Service manages the best possible service to customers at industry leading levels. This comprises the accurate and timely execution of the order fulfillment process for customers. The jobholder is the main point of contact for all customer related issues beyond daily business. This encompasses order receipt and coordination of product availability, timely delivery, handling of customer complaints, and up to invoicing and debit/credit notes.   

The job incumbent manages own customers’ portfolio, manages/coaches a group of direct reports and develops the team and its individuals to their best performance using meaningful KPIs. 
Onboarding, training, development and retention of new customer service staff is essential. She / he ensures a qualified and most efficient and effective way of working while setting collaborative targets with neighbor departments.

Participating in interdepartmental projects, acting as Key User and sharing knowledge with the Subject Matter Experts are further key functions for this role. The CS Supervisor also actively participates in SAP scenario testing.

Roles & Responsibilities

• Develops, coaches, leads and integrates a team of CSRs in order to ensure the team is highly effective; individuals are motivated and positioned to realize their potential including suitable trainings and learning programs.
• Ensures via the CSRs and within own customers’ portfolio highest quality service to customers for a defined set of customers by handling customer requests in a timely and professional manner in order to ensure long term value creation for the company while increasing customer satisfaction (, e.g. reducing the number of complaints,)
• Translates the business strategy into tangible activities within Customer Service and sets targets and goals aligned to the business plan.
• Acts as second level escalation for Planning, Sales, Business and other departments in order to serve the customer in the most efficient and effective way, applies KPIs, complaints, working capital (DSO) in days, bad debt etc. and ensures effective interfaces with all partner functions
• Develops strong relationships with key stakeholders (customers, business, HR, SC, Finance, etc) and builds an effective network so that targets are effectively and efficiently met. 
• Monitors KPI dashboard, reviews performance vs goal and budget and takes corrective actions in case of deviations.
• Ensures formal governance compliance and company work ethic culture is in place by respecting / adhering to all policies and procedures and proactively “lives” them. 
• In order to improve process efficiency acts as Key User, brings in ideas and shares new processes within Customer Service. Supports and addresses in case of SAP problems i.e. open and follow up tickets. Proactively performs SAP Test Scenarios. 
• Creates, revises and keeps procedures and work instructions up to date in conjunction with other departments in order to sustain process stability and standardization.
• Provides training, guidance, and functional expertise as needed to assist and train colleagues  in the organization in order to improve performance of colleagues and effectivity of procedures.
   

Min. Qualifications

Education:
1.    University / college degree preferred or equivalent experience
See under Work experience

Work Experience: 
1.    Minimum of 5 years in Customer Service or similar role with customer contact preferably in a manufacturing multinational organization.
2.    Experience in working within an ERP system, preferably SAP

Critical Competencies/Behaviors:

1. Team worker - Creates a climate in which people want to do their best. Empowers and motivates others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important. Is someone people like working for and with. Provides backup support for absent colleagues
2. Communication skills - Communicates messages in a clear way that does not leave room for ambiguous interpretation. Establishes and maintains effective relationships with customers (external and internal) to gather information and understand their needs and expectations.
3. Decision Quality – Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. 
4. Priority Setting / Problem Solving – Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus. Ability to analyze problems and detect root causes. Implements and monitors tools and measures to resolve the problems
5. Customer Focus – Anticipates and acts with the customer in mind; is dedicated to meeting and/or exceeding the expectations and requirements of the customer to deliver exceptional value; establishes and maintains effective relationships with customers and continually seeks feedback and information to improve products and services. 
6. Interpersonal Capability – Builds appropriate rapport with others; is comfortable receiving coaching and feedback from others; builds constructive and effective relationships; uses diplomacy and tact; diffuses even high-tension situations comfortably; encourages cooperation and collaboration; is candid with others; solves problems with others with a minimum of noise.
7. ‘Order to Cash ‘process – Understands the process in general and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing and credit management. Has good network with all involved stakeholders and good knowledge of SAP.

Languages:

Must be fluent in written and verbal English and preferred one other language of the main country under the responsibility. 

Preferred Qualifications

Competencies