CUSTOMER EXPERIENCE SUPERVISOR

JOB SUMMARY.
The Customer Experience Supervisor is responsible for overseeing and leading a team of customer experience representatives to ensure the delivery of exceptional customer service.
Serve as BU customer service leader to understand customer needs and capture customer value.
Provide guidance and support to the team and collaborate with cross-functional departments to optimize the customer experience.
Contribute to the development and implementation of customer service strategies and initiatives.
RESPONSIBILITIES.
Order to Cash Process Management Manage order to cash process and lead the customer service team to meet the business and function objectives.
Act as BU customer service leader to drive excellence to understand, capture, manage and deliver customer orders Engage with customers, demand planning and SOE team to understand customer demand/requirement, gain insights to capture customer value Interact with customers, sale and COE to enhance digitalization and drive visibility, satisfaction of customer service to customers Ensure compliance e.
.
SOX, and Terms& Condition etc.
requirements met Customer Relationship Management.
Serve as a point of escalation for complex customer issues, ensuring prompt resolution and customer satisfaction.
Build and maintain strong relationships with key customers, acting as a trusted advisor.
Collaborate with cross-functional teams to address customer needs and improve the overall customer experience.
Customer Complaints.
Manage all customer complaints received directly or through internal departments.
Respond to complaints within established response times and follow established policies and processes.
Escalate complex complaints to the appropriate level for resolution.
Team Leadership and development Provide leadership and guidance to a team of customer experience representatives.
Set performance goals and objectives for the team and monitor their progress.
Conduct regular coaching and performance daily operation reviews to ensure continuous improvement.
Stay updated on industry trends and best practices to continuously improve the team's capabilities.
Foster a positive and collaborative team environment.
Process Improvement.
Identify opportunities to streamline and digitalize customer service processes and improve efficiency.
Work closely with internal stakeholders to implement process improvements and best practices.
Monitor customer service metrics and analyze data to identify trends and areas for improvement.
Recommend and implement solutions to enhance the customer experience.
REQUIREMENTS (education, experience, competencies and specific job requirements).
Education.
Bachelor’s degree in Supply Chain, Logistics, business administration or a related field.
Experience.
Minimum of 5 years of experience in customer service or customer experience roles.
Proven experience in leading and managing a team.
Strong understanding of customer service principles and best practices.
Experience in the manufacturing or chemical industry is a plus.
Main Core Competencies ： Strong leadership and people management skills.
Strong problem-solving skills and decision-making abilities.
Exceptional communication and interpersonal skills.
Ability to build and maintain relationships with customers and internal stakeholders.
Proficiency in conflict resolution and negotiation.
Detail-oriented with excellent organizational and time management skills.
Knowledge, technical/professional skill.
Proficiency in MS Office, including Excel, Word, and PowerPoint.
Familiarity with customer relationship management (CRM) systems.
Knowledge of SAP or other similar enterprise systems is a plus.
Strong problem-solving and data analytical skills.
Language Skill.
Mandarin and business English, both written and verbal.
Job Segment.
Logistics, CRM, Supply Chain, Demand Planner, Operations, Technology, Customer Service Apply now »