Customer Sales Representative - Supervisor

About the role

Lead the Customer Service Team and, together with Sales Admin, manage the full order-to-invoice process — from order encoding to invoicing and billing. You'll ensure orders are processed accurately and on time, support CSR–TSR partnerships, and build the next generation of team leaders through coaching and training.

Key responsibilities

• Supervise the CSR, Encoder, Invoicing, and Biller teams — schedules, performance, and daily operations
• Oversee order processing from encoding to invoicing to billing, ensuring accuracy and turnaround targets are met
• Handle escalated customer concerns and coordinate with Logistics, Warehouse, and Accounting
• Support CSR–TSR alignment on sales targets, promos, and customer commitments
• Design and conduct technical and leadership training for the team
• Coach team members monthly and identify high-potential staff for succession
• Prepare reports on performance, training, and process improvements

About you

• Bachelor's degree in Business Administration, Management, Marketing, Pharmacy, or related field
• At least 3 years of experience in customer service, order processing, or sales admin, with 1+ year in a supervisory role
• Pharma, FMCG, or distribution/wholesale experience is a plus
• Proficient in MS Office (especially Excel); familiar with ERP or sales order systems
• Comfortable using AI tools (e.g., ChatGPT, Claude, Copilot) for daily tasks like reports and templates
• Strong leadership, coaching, and communication skills
• Good under pressure, detail-oriented, and customer-focused