The Customer Service Supervisor, reporting to our Customer Service Manager, Asia Pacific, will play a central role in developing our customer service team and supporting continued process improvements, two key elements of our success. We are looking for a customer focused individual that can help create exceptional standards of service to our customers in multiple countries across the Asia Pacific geography, and for the management of various back-office internal processes and standards.
Main duties include:
Educate, coach and develop the performance of team members and ensure our resourcing schedule is appropriate for the customer service demands, via accurate and timely reporting.
Actively role model company values and culture and empower the Customer Service team to deliver a quality customer experience.
Serve as first point of contact for escalation of issues by the Customer Service Representatives.
Manage the interface between Graymont and Customers, and other internal processes, by working closely with other internal departments such as Logistics, Operations and Sales
Proactively look for and lead process and customer improvements that result in an improved experience for the customer.
Actively promote customer feedback to address customer pain points as they arise and help to manage any concerns to a satisfactory end.
Our best fit candidate will have successfully led a customer service team from a sales or manufacturing environment, and be competent experience in key contact centre metrics, technologies and processes. Possessing excellent verbal and written communication skills and a demonstrated ability to think outside the box, with a focus on continuous improvements, will be a key success factor. You will be positive, resilient, tenacious and engaging. Any of experience in JD Edwards ERP and Salesforce CRM, familiarity working across the Asia Pacific geography, and language skills in Malay, is highly regarded.