International Customer Service Supervisor

Overview

Job SummaryThe 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
• Ability to Lead and Motivate Others
• Confident Decision Making, conflict resolution
• Flexibility and resilience

  Travel requirements:Occassional travel may be required.