Customer Service Supervisor Job

Mission Details

Key Responsibilities

Customer Intimacy

Serve as the primary point of contact for customer inquiries and concerns

Provide accurate product/service information and resolve issues efficiently

Lead annual customer satisfaction surveys and monitor action plans

Account & Order Management

Ensure timely and accurate order processing (within 24 hours of PO receipt)

Maintain an error rate of 0.10% in order entries

Collaborate with marketing on pricing, promos, and offers

Complaint & Returns Management

Resolve quality-related complaints within 30 days; non-quality within 60 days

Ensure all complaints are documented with signed Corrective Action Reports

Manage returns within 60–75 days and educate customers to minimize returns

Reporting & Analysis

Submit accurate monthly reports by the 5th working day

Escalate critical issues such as unresolved complaints over 30 days

Process Improvement & Inquiry Management

Recommend SOP enhancements to boost efficiency

Convert inquiries from various platforms into sales opportunities

Required Profile

Qualifications

Bachelor’s degree in Management or any related field

At least 3 years of experience in a similar role within a related industry

Knowledge & Skills

Proficient in MS Office and SAP

Proficiency in CRM systems (e.g., Salesforce, HubSpot, or similar platforms)

Strong communication, analytical, and problem-solving skills

Customer-focused with a keen eye for detail and continuous improvement

Attitude & Attributes

Self-motivated and collaborative

Strong sense of ownership and ethical work values

Innovative and adaptable in a dynamic market

Other Details

Occasional domestic travel required

Role operates in a fast-paced, competitive market environment