Customer Support Supervisor (SPS)

Job Details

The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together.

They are responsible for commercial and operational activities as part of the Order-To-Cash process: . validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

The Sr. Customer Experience Supervisor will be responsible for a team of customer service representatives, to ensure all customer needs and expectations are met and will be involved in continuous improvement projects related to both ERP systems and processes.

Your future responsibilities: 

• Leads a team of customer service representatives to ensure all customer needs and expectations are met
• Oversees the response to inbound customer calls and emails regarding order inquiries as to ship dates, problems, order changes and RMA's.
• Organizes and co-ordinates the day-to-day business within the team, incl. resource planning
• Leads projects for standardization and transformation across SPS and looks for ways to improve Customer Care processes
• Provides regular updates to Business Leadership on progress, business impact in economic terms, and potential issues, and presents business cases for review and approval by Leadership
• Establishes good data governance practices by measuring and improving the maturity of data and related business processes
• Harmonizes customer support sources and completeness of data to achieve and maintain data quality, drive efficiency and increase responsiveness

• Enables business and functions to understand data and processes and provide general support;
• Delivers training and communication to ensure compliance with data related policies, processes, and standards
• Team’s first point of contact when faced with general business or customer challenges
• Responsible for the resolution of any issues within the team
• Responsible for organizing training of new team members, including timing and co-ordination
• Drives strong customer-orientation and pro-active behaviour within the team

Desired Skills: 

• High level of written and spoken communication and influencing skills
• Takes initiative and ownership to drive business results
• Ability to drive strategic improvements across the organization
• A critical eye for the quality of data and strong desire to get it right
• Execution skills to translate strategy to actions and implement them
• Ability to work in a cross functional team environment
• Ability to work effectively and efficiently with HON business leaders
• Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and champion change through driving continuous improvement
• Growth-oriented mind-set
• Ability to build strong internal and external relationships and networks in a virtual team environment
• Strong team player with the ability to take ownership and follow-through
• Demonstrated solution-oriented, pro-active “can do” attitude
• Self-motivated with assertive communication skills, positive and result oriented attitude
• Well organized with good time management, result oriented