Customer Service Supervisor

Job Description

Job Description

Company : The company is a successful national chemical manufacturer and distributor. We pride ourselves on supplying only the highest quality products delivered on-time.

The company is seeking a Customer Service Supervisor to support and oversee core functions related to customer service, order processing, forecasting, and logistics. This position supervises Sales Office personnel and interacts regularly with cross-functional teams including sales, management, and finance / accounting.

Key Responsibilities : The candidate must :

Customer Service

Manage Sales Office personnel (monitoring, coaching, training, etc.)

Ensure excellent customer care service to the customer before, during, and after the sale

Act as point of contact for clients and direct inquiries to the proper party

Collaborate with GM to remain up-to-date on any customer issue (payment delays, claims, etc.) and on special requests from customers

Inform customers and salesforce on order delivery issues or delays in a timely manner

Manage claims related to delivery issues and related credit requests to the carrier

Ensure correct recording of customer data and commercial information

Ensure all customer status checks or reminders are forwarded to the customer as requested

Order Management

Ensure timely management of all sales order processes

Check customer solvency together with other involved offices, following up on customers that have a high financial risk or are under financial litigation (e.g., overdue balances, blocked invoices)

Ensure organization and management of all documentation needed for order fulfillment

Ensure the correct and timely acceptance, control, and execution of orders, ensuring compliance with all relevant procedural schedules and company policies (price, delivery terms and conditions, etc.)

Forecasting & Reporting

Support General Manager in defining accurate sales and inventory forecasts / reports

Ensure correct management and updating of reports and statistics

Manage Sales Office document archives and ensure its proper daily operation

Other projects and duties as assigned

Logistics Coordination

Monitor proper stock level management and replenishment organized by the Logistics Office

Manage incoming materials, controls, and order fulfillment, ensuring compliance with all applicable procedures and company policies

Manage goods document control for any movement of goods from Italy and from warehouses, according to existing procedures

Manage and optimize, together with the warehouse responsible, all transportation and deliveries to customers, including returns to Italy

Manage periodical physical inventory in a high SKU environment, in coordination with warehouse personnel

Requirements

Requirements : The candidate should :

Have 3+ years of experience in customer service, order management, or sales operations, with a background in distribution or high-SKU environments preferred

Hold a bachelor’s degree or have comparable work experience

Proven supervisory or leadership experience in managing or coaching a team

Strong order management experience in B2B environments, with a focus on customer service and order fulfillment

Familiarity with inventory coordination and logistics processes, including stock levels, transportation, and goods documentation

Strong analytical skills with experience in forecasting and reporting

Have a strong customer focus and be passionate about assisting customers

Have outstanding multi-tasking, problem solving, and decision making skills with the ability to complete difficult assignments independently in a fast paced, deadline driven environment

Possess excellent interpersonal and communication skills, with the ability to work with cross-functional teams and external partners

Have computer proficiency, preferably in Microsoft Office programs, CRM, and ERP.