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 and have the freedom to choose methods for day-to-day execution.
You will handle moderately complex customer and operational inquiries across customer service disciplines such as inquiries, claims, complaints, training, call center support, spare parts invoicing, and order management.
You will also supervise entry-level professional and support employees and may provide work direction to non-3M workers. Additionally, you will provide direction and advice to co-workers with direct impact on team execution and service results.
Key responsibilities include:
- Communicating with other departments and management to resolve issues and expedite work
- Managing project work, ensuring alignment with business strategies, and meeting deadlines
- Leading employees to resolve problems and complete assignments
- Planning, coordinating, and supervising customer order processing
- Maintaining customer relations to meet service level agreements
- Ensuring inquiries and complaints are handled per company objectives
- Establishing and maintaining strong customer or account relationships
- Resolving non-routine customer complaints and technical/service inquiries
- Interpreting trends in customer requirements and assessing the impact of 3M systems and processes
- Monitoring and analyzing customer service solution effectiveness
- Leading complex and cross-border satisfaction survey projects
- Coordinating 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
- Requires comprehensive leadership and supervisory knowledge including employment law, policies, performance management, hiring, documentation, coaching, conflict resolution, delegation, change management, emotional intelligence, and strategic planning
- Knowledge in English and Nihongo (Speaking, Reading, Writing, and Listening) are required for this role
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