Customer service supervisor [7M] - world leader manufacturing

Supervisor Duties

• Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws
• Responsible for planning, assigning, and directing work
• Participate and coordinate during the process of interviewing, hiring, and training employees Evaluate direct reports performance; rewarding and disciplining as necessary
• Address complaints and resolve issues in a timely manner
• Monitor calls to observe employee's demeanor, technical accuracy, and conformity to company policies
• Determine work procedures, prepares work schedules, and expedites workflow
• Facilitating the continuous improvement of existing processes and making recommendations that would have a material impact on efficiencies and quality
• Study and standardizes procedures to improve efficiency of department
• Generate and analyze reports to manage order intake and workflow of customer service representatives.

Customer Service Representative Duties

• Provide efficient and quality answer to every kind of inquiry using system and working with cross-function.
• Issue quotation based on proper pricing strategy applied to local business.
• Validate the customer order key information: price/customer/qty/delivery address/CRD to have proper order creation in System.
• Support to apply for master data set up in system, not limited to material code, customer code.
• Send the order confirmation to customer and sales, update any supply changes as well.
• Coordinate with sales, finance and other function to release constrains or block of order fulfilment in timely manner.
• Review customer complaints and issue returned goods numbers or credits as required and initiate customer complaints received.
• Major participator to arrange backlog review, order intake summary, order status review.
• Perform a lead role in maintaining customer satisfaction and relations.

SAP implementation

• Train the team to use SAP
• Improve efficiency