Customer Service Supervisor

Customer Service Supervisor

At Greene, Tweed, you'll find the cutting-edge technology, world-class polymer expertise and endless advancement opportunities you'd expect from a multi-national industry leader. You'll find them all in an environment that embraces diversity in people and opinions, moves decision making to the point of impact, and celebrates your success.

If you enjoy continuous learning and are excited about working with and creating technological solutions, explore career opportunities with Greene, Tweed.

As a customer service supervisor you will manage the activities of your teams to ensure the highest levels of service are attained, and sales order book conversion is maximized, while consistently achieving departmental and company KPIs. Taking a people first approach, our supervisors provide inspirational leadership to drive performance achievements and ensure each individual is support and developed to their potential.

Key Responsibilities:

• Lead a wide team of customer service representatives, across a regional area, to deliver high-quality service to global customers.
• Ensure your teams monthly orders are processed for all accounts and ensure there is clear communications to ensure a smooth journey for your customers
• Support formulating and driving company strategy within the customer service function
• Work in a proactive manner to ensure to support Greene, Tweed achieve its goals
• Monitor and analyse key performance indicators and provide solutions to drive continuous improvement.
• Lead a diverse team through periods of change ensuring service levels are not impacted along with influencing global direct and indirect stakeholders
• Make decisions and implement solutions to escalated issues
• Manage escalated customer complaints and resolve them satisfactorily.
• Implement customer service protocols and procedures to ensure consistent service delivery
• Collaborate and enable change with cross functional teams including sales, planning, quality to address customer needs and drive improvements
• Coordinate with other departments to ensure seamless customer experiences.
• Undertake regular 1 to 1s and team meetings
• Contribute to the development of customer service strategies and initiatives.
• Ensure compliance with regulatory standards and company policies.
• Promote positive behaviour and create a constructive environment amongst the team by celebrating success and giving recognition
• Drive high moral, engagement and commitment within your team through effective leadership to deliver high performance and results
• Produce and interpret a wide range of reports as needed by the business and use this information to identify and highlight risks and opportunities
• Contribute to central led projects to improve and harmonise cross-branded initiatives, ensuring a successful implementation and operational onboarding allowing for an improved customer experience
• Resolves team issues, manages workload levels ensuring sufficient coverage, monitors absences and attendance

Required Minimum Qualifications:

• Education: Bachelor's degree in Business or related discipline (or equivalent experience); HS Diploma required
• Skills and Experience Minimum 3 years' experience in a team lead or supervisory role
• Minimum of 5 years in business to business customer service environment

Must have experience of managing teams bases across multiple countries Experience of creating and implementing innovative solutions Excellent verbal and written communication skills with ability to adapt to various audiences Demonstrate the ability to implement change to positively impact service levels across multiple teams Ability to prioritize, meet deadlines and thrive in a dynamic working environment Previous S/4 Hana experience desirable English written and spoken at business standard, other language skills desirable but not essential Demonstrate the ability to manage culturally diverse teams within remote settings where applicable