What are the responsibilities and job description for the Customer Support Supervisor position at HiredChina.com国际人才招聘网?
Job Overview
We are looking for an experienced Customer Service Supervisor to lead and support our service team. This role involves overseeing customer service operations, managing third-party service providers, and improving warranty and troubleshooting processes. Candidates with a background in lawn & garden tools, home appliances, or electrical devices are encouraged to apply.
Key Responsibilities
- Lead and empower the customer service team to ensure efficient operations and high morale.
- Drive process improvements and manage change effectively within the team.
- Oversee third-party customer care center relations, including handling escalated calls, providing Illustrated Parts Lists (IPLs) and manuals, and ensuring adherence to SOPs.
- Manage relationships with third-party distributors to establish and maintain a robust service network, including warranty approvals and spare parts support.
- Develop and continuously update troubleshooting guides and warranty process SOPs.
- Create technical repair guides for service centers, agents, and customers to enhance after-sales support.
- Review and improve technical documentation, including IPLs, owner’s manuals, and product bills of materials (BOMs).
- Identify and report product issues to the manufacturing team for quality improvements.
- Supervise spare parts inventory inspections to ensure availability and accuracy.
- Manage in-house product rework and spare parts handling.
Qualifications & Skills
- 3 years of experience in customer service, technical support, or after-sales service in a supervisory role.
- Industry experience in lawn & garden tools, home appliances, or electrical devices is highly preferred.
- Strong problem-solving, analytical, and communication skills (both verbal and written).
- Ability to effectively communicate with team members, customers, and senior management.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
- Experience with customer service software (FreshDesk is a plus).
- Familiarity with ERP or operating systems (Oracle is a plus).
