Supervisor - Complaints Team
Core
Lead a team of customer service representatives to manage order processing, issue resolution, and service delivery for the scientific community.
Role type
Customer Service Supervisor (Shared Services)
Builds
Customer service operations and order management workflows
Domain
Life Sciences / Scientific Instruments
Required skills
People management, team development, ERP systems (SAP, Oracle), Microsoft Office, continuous improvement methodologies, process improvement, project management, performance metrics tracking, business acumen, decision-making, stakeholder relationship building, analytical problem-solving, organizational multi-tasking
Preferred skills
Advanced degree, Bachelor's degree, Business or Science background, fluency in additional languages
Technologies
SAP, Oracle, Microsoft Office
Responsibilities
Oversee customer interactions from order processing to issue resolution, guide customer service representatives, ensure quality service, drive operational efficiency, track performance metrics and KPIs, develop solutions to improve service delivery, work with various departments to meet operational goals
Seniority
Mid-level, hands-on IC