International Customer Service Supervisor

Overview

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Responsibilities

• Supervises, directs, and monitors the activities of the assigned team to ensure timely, considerate, and accurate responses are being provided to our customers.
• Serves as the first level of escalation for customer issues and complaints
• Collaborate with other departments to streamline cross-functional processes
• Conduct regular performance evaluation, identifying training needs and providing constructive feedback
• Monitor and analyze metrics, developing and implementing improvements and standard operating procedures, as needed.
• Ensure adherence to company policies, procedures and regulations, implementing controls measures to minimize errors and improve accuracy
• Creates and maintains a positive, respectful work environment for staff. Serves as role model to the team, fostering Werfen values, encouraging continuous learning and professional growth
• Ensures the team demonstrates cultural awareness and sensitivity when dealing with International customers and promote a diverse and inclusive environment
• Other duties as assigned 

• Other Client Services Teams as needed
• Operations (Logistics, Warehouse, Import/Export)
• Planning
• Commercial Operations
• Field Service
• Finance
• Legal/Compliance
• Marketing
• HR
• QA and RA

Qualifications

• Education:
  • Bachelor's degree in Business Administration, Finance, Analytics, Supply Chains or related field preferred, or equivalent experience
• Experience:
  • Minimum 6 years related experience in Customer Service environment and / or Supply Chain-Logitsics, Material Management 
  • Prior Supervisory or Team Lead experience preferred
• Additional Skills / Knowledge:
  • Proficiency in Microsoft Excel, including pivot tables and other analytical functions and formulas required
  • Proficiency of SAP ERP required
  • Proficiency in Powerpoint editing and public speaking
  • Solid understanding of Logistics and Supply Chains, both domestic and international
  • Fluency in English and Spanish required, written and spoken.