Description
We are seeking a Customer Service Supervisor to join our team. As a Customer Service Supervisor, you will work within broadly defined processes and tools, handling moderately complex customer and operational inquiries across customer service disciplines. You will supervise entry-level professional and support employees, provide direction and advice to co-workers, and conduct customer satisfaction reviews.
Main Responsibilities:
- Communicate with other departments and management to resolve issues and expedite work
- Manage project work, ensure alignment with business strategies, and meet deadlines
- Lead employees to resolve problems and complete assignments
- Plan, coordinate, and supervise customer order processing
- Maintain customer relations to meet service level agreements
- Ensure inquiries and complaints are handled per company objectives
- Establish and maintain strong customer or account relationships
- Resolve non-routine customer complaints and technical/service inquiries
- Interpret trends in customer requirements and assess the impact of 3M systems and processes
- Monitor and analyze customer service solution effectiveness
- Lead complex and cross-border satisfaction survey projects
- Coordinate cross-functional efforts affecting their area of responsibility
Requirements:
- Bachelor's degree generally required; in some countries, a technical or vocational degree may be equivalent
- Typically, 3-6 years of relevant experience
- Thorough knowledge of customer service disciplines such as inquiries, complaints, training, call centers, invoicing, and order management
- Strong understanding of the functional area, 3M structure, and business frameworks
- Proficiency with relevant corporate systems and tools such as SAP, GWN, time and attendance, sourcing/payment systems, and GLN
- Strong English communication skills, written and spoken
- Comprehensive leadership and supervisory knowledge including employment law, policies, performance management, hiring, documentation, coaching, conflict resolution, delegation, change management, emotional intelligence, and strategic planning
- Knowledgeable in the English and Nihongo languages (speaking, reading, writing, and listening) skills are required
Preferred Qualifications:
- Experience in Customer Service, Supply Chain, Manufacturing Ops, Logistics, or Business Administration
- Skilled in SAP and Salesforce
- Open to shift work when required
- Comfortable working on other Asian time zones, shift hours, or supporting countries work calendars