Export Customer Service Supervisor

Description

Sue Ross Recruitment are working with a leading international manufacturing company in the recruitment of an Export Customer Service Supervisor.

Managing a team of between 7 and 10, based in 3 regions, you will be repsonsible for ensuring the smooth running of the team on a day to day basis.

Key Duties:

• Maximize Customer experience, review of team performance on key metric, coaching agents to improved service levels, liaising with all relevant departments (Business Leadership, Sales, Marketing,

• Operations, R&D etc.) to ensure customer needs are covered.
• Reviews daily/monthly operational reports to analyse process cycle times, workflow volumes, customer satisfaction and handling times. Reviews and highlights any common trends in complaints and service level issues. Prepares and presents monthly management data. Use metrics to provide feedback to the leadership team and make recommendations that aid and influence service/operations and sales improvements.

• Establish and implement measurable performance metrics to ensure the team is working to their full potential.
• Interprets and applies relevant departmental policies and procedures to drive team efficiency and accuracy.
• Assist in developing plans to further optimize the EMEAI CS organization.
• Work on continuous improvements of OTIF, Lead time reductions, Improved customer journeys
• Provide complex order management, order tracking and follow up for customer
• Develops appropriate policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and (export) regulations, monitors compliance with these areas.
• Assists with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and presents them to management.

Required Skills & Experience:

• Supervising and evaluating employees.
• Export order knowledge including Incoterms
• Managing customer service and sales programs, such as SalesForce
• Providing consultation and advice various operational issues.
• Implementing programs, policies, and procedures.
• Applying intermediate sales, marketing, and account management principles and practices.
• Interpreting and applying department policies and procedures and applicable laws, rules, and (export) regulations.
• Responding to and resolving complex customer questions and concerns.

Unfortunately, due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.

May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment.