Customer Service Supervisor

Location: Penang
Type of Employee: Full Time
Responsibilities:
Lead, coach and motivate a team of Customer Service Representatives to consistently achieve service, quality, productivity and customer satisfaction KPIs.
Manage day-to-day operations and ensure service levels are consistently met.
Conduct regular coaching sessions, performance reviews and career development discussions.
Monitor team performance and implement action plans to improve operational results.
Analyze and recommend improvements to enhance efficiency and customer experience and drive continuous improvement.
Foster a positive, engaged, and high-performing team culture through effective communication and recognition.
Ensure compliance with company policies, customers’ requirements and operational procedures.
Any other duties and responsibilities that may be assigned to you from time to time and for the effective implementation, maintenance and continual improvement.
Work closely with the Regional Sales Managers to solve problems and find solutions to meet the customers’ requests in a timely manner.
Support the Sales team by fielding customer requests, working with the necessary departments to address customers' concerns and maximize customer satisfaction.
Assist the sales team by following up with quotes, ensuring the pricing are set up, processing orders, and managing customer accounts to ensure a seamless sale process.
Liaise with demand planning team to get updated customer’s Forecast and follow up with customers on the left to book and working with sales to update the forecast whenever needed.
Interfacing with customers, distributors, and other related third parties to handle a variety of customer service functions.
Responsible for full lifecycle of orders, which include handling customer expedite, requests, complains, escalation, special or unique demand requirements and following up on all issues.
Order management to determine the status of sales orders, delivery schedules, verifying product pricing, coordinating schedule changes, and maintaining records of sales order acknowledgements.
Collaborate with planning team on escalations, pull in orders and other issues to maximize shipment.
Co-ordinating Returns Merchandise Authorizations (RMA’s), working with customers, Quality team, Sales, and logistics. Handle Distributors Stock Rotation.
Work with finance team on credit hold issues, follow up with payment, released orders and other related issues.
Co-ordinate shipment with logistics team and handle any shipment related issues.
Following up with product marketing and quality team with any reported issues
Responsible for additional duties, any other tasks as delegated, and projects as assigned. Also, to work with IT on issues related to order management (EDI, CSV, BVEM, testing, etc.)
Requirements:
Self-Motivated: Ability to work independently and manage multiple tasks effectively to meet deadlines and requirements in a fast-paced environment. With strong desire to learn, grow and contribute to the success of the team.
Detail-Oriented: Strong attention to detail to ensure accuracy in customer records and sales processes and highly organized.
Problem-Solving Skills: Ability to identify issues and provide effective solutions to enhance customer satisfaction and sales efficiency.
Strong communication and interpersonal skills with the ability to work collaboratively in a team environment to influence, motivate and engage the team.
Proficient in Microsoft Office (Excel, Word, Outlook).
Be familiar with Oracle is a plus point as tasks require order entry using Oracle. Proficiency in CRM software and other related systems (Salesforce and Business Object).
Customer service-oriented ability, able to work well in a team and be a good team leader.
Strong coaching, people development and management skills.
Excellent analytical, problem-solving, and decision-making abilities.
Deep understanding of multinational customer expectations and operational complexity.
Fluent in both English and Mandarin (spoken and written) to support Mandarin-speaking customers.
Minimum 5 years of experience leading a customer service team.
Education
Degree in Business Administration or equivalent is preferred.