Customer Service Supervisor

该职位来源于猎聘 Job Purpose

Lead and develop the customer service team to deliver high-quality Order-to-Cash (OTC) activities, ensure accurate order handling and smooth customer communication, and drive continuous process and system improvement. Job Description Lead and manage the customer service team, including task allocation, performance monitoring, daily coaching, and onboarding/training of new team members. Oversee order receipt, entry and execution in SAP / CRM / ACEE / Celonis and related tools through the team, ensuring adherence to SOPs and company policies, rather than performing routine processing personally. Monitor process performance and data quality (e.g. via CRM, Celonis and, in future, Palantir), identify gaps or risks, and guide the team to correct issues and prevent recurring errors. Coordinate with Sales, Credit, Logistics, Supply Chain and Finance to support the team in resolving order-related issues (e.g. credit block, missing price, allocation, delivery) and to avoid escalations and delays. Ensure the team keeps orders clean and ready before DN creation and shipment booking; oversee month-end closing activities and invoicing completion from a governance/monitoring perspective. Act as the primary representative of the customer service team in commercial and cross-functional meetings, sharing customer service insights, aligning business priorities, and supporting commercial initiatives. Serve as the escalation point for key customers and complex cases, providing guidance to the team and ensuring timely and transparent communication on order and shipment status. Oversee complaint and return handling in CRM, including proper documentation, investigator assignment and follow-up on resolutions; ensure credit/debit notes and return orders are approved in line with DOA and company policies. Analyze customer service and OTC-related KPIs (e.g. order accuracy, PO-to-create, PO-to-acknowledge, PO-to-confirm, complaints resolution, CRM implementation and adoption, ACEE orders, OTIF, etc.) and drive process, system and improvements. 职位要求： Job Requirements Education: Junior college degree or above; major not limited. Proficient in common office tools (e.g. Excel, PowerPoint) and basic data analysis. Minimum 5 years of experience in customer service, order processing, OTC or related functions; at least 2 years in a supervisory or senior role. Experience with import/export order handling is preferred. Proficient in SAP and CRM; good command of English (written and spoken). Strong leadership, communication and problem-solving skills; service-minded and empathetic. Detail-oriented, disciplined, and comfortable working under pressure.