Customer Service Supervisor

  • Rotterdam, Netherlands
  • Full-time

Company Description

Our client is an international organization, a leading global provider of instruments for a variety in industries (a.o. petrochemical-, marine-, food & beverage and pharmaceutical industry). For their offices in Rotterdam they are looking for a Customer Service Supervisor, a coordinating role in which you will be managing a small team of Customer Service Representatives.

 

Job Description

Purpose of the job

This position will work under the guidance of the Director Operations and you will be managing a small team of Customer Service Representatives.

Main tasks

  • Ensure customer needs are met in a timely manner;
  • Provide feedback to customers & colleagues on stocking levels, order status, order tracking, service contract and repair order status, etc. ;
  • Provide alternative products / solutions for out-of-stock items or long lead-time items ;
  • Coordinate customer requests for quotations and offers;
  • Manage inquiries from potential customers and move them through the evaluation and approval process;
  • Maintain working knowledge of export procedures and compliance;
  • Enter customer demand into ERP system and communicate order confirmation back to customer within 24 hours of receipt of purchase order;
  • Coordinate on-time shipments (with freight carriers, customers and internal functional groups);
  • Provide all necessary documentation for shipments and customs clearance;
  • Review project-specific shipping and/or carton/crate specifications;
  • Comply with and/or negotiate with customer;
  • Collaborate with service to ensure technicians are dispatched to work site as needed;
  • Assist customers with product returns and generate credit memo requests to finance as needed;
  • Initiate, investigate and resolve customer complaints;
  • Participate in quality and accounting audits as well as continuous improvement events as necessary;
  • Improves quality results by monitoring & analyzing and recommend implementing positive changes;
  • Develop team metrics and measure team performance;
  • Ensure proper training of all direct reports;
  • Provide management with daily/ weekly reports detailing production deliverables vs. planned deliverables.

Supervisor responsibilities

  • Coach and train team members/ direct reports;
  • Ensure proper team coverage and support;
  • Provide strategic direction, vision and leadership to hiring, coaching, mentoring and developing team members;
  • Coordinate yearly performance evaluation and review achievements.

 

Qualifications

  • Bachelor’s Degree or equivalent is required;
  • Minimum of 5 years of Customer Service, Supply Chain or Export experience in an International environment;
  • Minimum of 2 years’ experience in leading a team;
  • Familiar with logistics processes and/or INCO terms plus related customs procedures and documentation;
  • Fluent in English (written &verbal), additional languages are a plus;
  • Experience with SAP / ERP system is a plus;
  • Working knowledge of Salesforce and/or ServiceMax a plus. Knowledge/Skills/Competencies:
  • Customer-oriented & helpful;
  • Strong analytical skills;
  • Accurate, attention to detail;
  • Strong organizational skills and able to prioritize;;
  • Ability to multi-task and follow tasks through to completion in a fast-paced, dynamic environment.

Additional Information

What do they offer?      A challenging position in an international and dynamic environment within a growing company with room for further growth and evelopment.