International Customer Service Supervisor
Werfen
Welcome page Returning Candidate? Log back in! International Customer Service Supervisor Job Locations US-MA-Bedford Job ID 2024-8073 Type Regular Full-Time Shift 1st Category Customer Service Overview Job Summary
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 AccountabilitiesSupervises, 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 processesConduct regular performance evaluation, identifying training needs and providing constructive feedbackMonitor 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 accuracyCreates and maintains a positive, respectful work environment for staff. Serves as role model to the team, fostering Werfen values, encouraging continuous learning and professional growthEnsures the team demonstrates cultural awareness and sensitivity when dealing with International customers and promote a diverse and inclusive environmentOther duties as assigned Networking/Key relationshipsOther Client Services Teams as neededOperations (Logistics, Warehouse, Import/Export)PlanningCommercial OperationsField ServiceFinanceLegal/ComplianceMarketingHRQA 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 experienceExperience: Minimum 6 years related experience in Customer Service environment and / or Supply Chain-Logitsics, Material Management Prior Supervisory or Team Lead experience preferredAdditional Skills / Knowledge: Proficiency in Microsoft Excel, including pivot tables and other analytical functions and formulas requiredProficiency of SAP ERP requiredProficiency in Powerpoint editing and public speakingSolid understanding of Logistics and Supply Chains, both domestic and internationalFluency 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 customersSolid understanding of the customer master and material master databaseAbility to thrive in a fast-paced environment while maintaining strong attention to detailAbility to Lead and Motivate OthersConfident Decision Making, conflict resolutionFlexibility and resilience Travel requirements:Occassional travel may be required.
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 AccountabilitiesSupervises, 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 processesConduct regular performance evaluation, identifying training needs and providing constructive feedbackMonitor 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 accuracyCreates and maintains a positive, respectful work environment for staff. Serves as role model to the team, fostering Werfen values, encouraging continuous learning and professional growthEnsures the team demonstrates cultural awareness and sensitivity when dealing with International customers and promote a diverse and inclusive environmentOther duties as assigned Networking/Key relationshipsOther Client Services Teams as neededOperations (Logistics, Warehouse, Import/Export)PlanningCommercial OperationsField ServiceFinanceLegal/ComplianceMarketingHRQA 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 experienceExperience: Minimum 6 years related experience in Customer Service environment and / or Supply Chain-Logitsics, Material Management Prior Supervisory or Team Lead experience preferredAdditional Skills / Knowledge: Proficiency in Microsoft Excel, including pivot tables and other analytical functions and formulas requiredProficiency of SAP ERP requiredProficiency in Powerpoint editing and public speakingSolid understanding of Logistics and Supply Chains, both domestic and internationalFluency 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 customersSolid understanding of the customer master and material master databaseAbility to thrive in a fast-paced environment while maintaining strong attention to detailAbility to Lead and Motivate OthersConfident Decision Making, conflict resolutionFlexibility and resilience Travel requirements:Occassional travel may be required.
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