Key Account Customer Service Supervisor

At Valvoline Global Operations, we're proud to be The Original Motor Oil, but we've never rested on being first. Founded in 1866, we introduced the world's first branded motor oil, staking our claim as a pioneer in the automotive and industrial solutions industry. Today, as an affiliate of Aramco, one of the world's largest integrated energy and chemicals companies, we are driven by innovation and committed to creating sustainable solutions for a better future.

The Customer Service Supervisor for the Key Account Division is responsible for leading, coaching, and developing a Customer Service team while ensuring operational excellence across the Order to Cash process for our Key Accounts portfolio.

Job Responsibilities

• Lead, mentor, coach, and develop the team, fostering engagement, accountability, and a positive working environment.
• Manage performance, provide constructive feedback, identify training needs, and ensure effective onboarding and cross-training.
• Monitor operational KPIs, team productivity, service quality, and order management performance.
• Prepare reports, identify performance gaps, and implement corrective actions to improve effectiveness.
• Oversee daily order to cash activities, ensuring accurate order processing, effective workload distribution, and service continuity.
• Act as the team's primary point of support, providing operational guidance and stepping in to process orders or cover critical activities when required.
• Ensure compliance with internal processes, service standards, and business requirements.
• Perform as the main escalation point, resolve operational challenges and conflicts, and drive timely, practical solutions.
• Collaborate with Sales, Supply Chain, Logistics, Finance, and other stakeholders to address cross-functional issues.
• Challenge existing processes, helping to create new processes where non-existing and lead the implementation of them, working along different cross-functional areas and drive initiatives to improve efficiency, standardization, and operational excellence.
• Promote innovation, knowledge sharing, and scalable, future-ready ways of working.
• A portion of the time, representing approximately 20%, will be designated to manage a specific portfolio of customer account(s) to perform the order management, including but not limited to order entry, orders processing and follow-up through the whole process, customer communication, delivery coordination, issue resolution, and maintain Customer Master Data.

Requirements

• Minimum 3 years of supervising or leading experience, preferably in Customer Service or Order to cash operations.
• Strong understanding of order to cash processes and hands-on order management experience.
• Experience in SAP and Sales Force.
• Strong analytical, reporting, and problem-solving skills.
• Ability to manage escalations, develop people, and drive operational improvements.
• Excellent communication, collaboration, and management skills.
• Bachelor's degree in Business, Supply Chain, or a related field preferred.
• Professional proficiency in English; additional languages are a plus.