Customer Service Supervisor

Team Management

• Supervise and manage the Customer Service team and workload.
• Coach team members and monitor team performance and KPIs.
• Order & Backlog Management
• Manage customer orders, demand, backlog, and delivery commitments.
• Own and maintain the Master Backlog and follow up on delivery risks and recovery actions.
• Monthly Schedule & Revenue
• Own the monthly shipment schedule and coordinate with Planning, Production, Sales, and PMC.
• Own and maintain the Master Revenue and monitor monthly revenue achievement.
• Customer & Cross-functional Coordination
• Coordinate with Sales, Planning, Production, Engineering, SCM, Logistics, and Quality to fulfill customer requirements.
• Escalate and resolve delivery, material, production, and quality issues.
• KPI & Management Review
• Own Customer Service KPIs and prepare monthly performance reports.
• Lead KPI Review Meetings and support Management Review Meetings.
• ISO & Continuous Improvement
• Support ISO audits, maintain CS procedures/records, and follow up on audit actions.
• Drive process improvement and problem-solving to improve customer satisfaction and delivery performance.

• Education
• Bachelor's degree in
• Business Administration, Supply Chain Management, Logistics, or a related field .
• Experience
• Minimum 5 years of experience in Customer Service, Order Management, Sales Operations, or a related field .
• Previous experience in a supervisory or team-lead role is preferred.
• Experience in a manufacturing or multinational company is an advantage.
• Technical Skills
• Strong knowledge of order management, backlog management, delivery planning, and customer service processes .
• Good working knowledge of
• ERP systems and Microsoft Office, especially
• Excel .
• Ability to analyze data, monitor KPIs, and prepare management reports.
• Soft Skills
• Strong leadership and team management skills.
• Excellent communication, coordination, and problem-solving skills.
• Strong customer-service mindset and ability to manage customer expectations.
• Ability to work under pressure, prioritize multiple tasks, and meet deadlines.
• Proactive, responsible, detail-oriented, and able to work effectively with cross-functional teams.
• Good command of English , both written and verbal.