Supervisor, Customer Service

Overview:

Responsible for leading a team of Customer Service Representatives and Logistics Coordinators required to execute perfect order fulfillment within the order to cash process. Order to cash includes order entry, customer service/problem resolution, correction of billing or pricing issues, collections, complaint management and master data maintenance.

Responsibilities:

• Leads the organization in establishing and achieving internal customer service targets.
• Drive internal and external customer satisfaction.
• Monitoring and investigating customer complaints and implementing corrective action.
• Ensures foreign trade and other regulatory controls are in place for accepting and executing orders.
• Ensure compliance of department to safety targets, ISO and Sarbanes Oxley.
• Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses.
• Develop and document procedures.
• Develops and trains personnel to improve performance and job satisfaction.
• Effectively manage day-to-day emergencies/issues.
• Drive past due performance together with AR and Sales.
• Maintains and ensures key internal relationships.
• Build and maintain relationships with Regional Sales Managers and Regional Business Managers as well as key customers.
• Ensure team adheres to company business rules and processes.
• Understand the company’s products and services and be updated about processes and trends.
• Monitor scorecards with metrics for customer service.
• Meet/exceed monthly KPI metrics and objectives for the team.

Qualifications:

• MA/BA degree.
• Leadership experience.
• Experience in Customer Service or related field (3-5 years).
• Fluent English & Spanish, Portuguese (plus).
• MS-Office skills proficient.
• SAP/Salesforce knowledge is an advantage.
• Positive, pro-active personality.