Sr. Customer Service Supervisor

WHAT YOU WILL DO

• Act as the main point of contact for key accounts or complex, high-risk orders
• Manage customer escalations, leading root cause analysis, solution development, and closure
• Oversee the end-to-end order management process to ensure data and documentation accuracy
• Coordinate cross-functionally with Sales, Planning, Logistics, Warehouse, Quality, and Finance teams
• Proactively identify risks and bottlenecks in customer service processes and drive improvements
• Monitor customer service KPIs (e.g., OTIF, complaint rate, order accuracy) and implement corrective actions
• Coach and support junior customer service team members through daily guidance and knowledge sharing
• Support customer reviews, business reviews (QBRs), and internal improvement initiatives
• Ensure all customer service activities comply with company policies, compliance, and audit requirements

MINIMUM REQUIREMENTS

• Bachelor’s degree or above, preferably in Logistics, Supply Chain, Business, or International Trade
• 5+ years of experience in customer service, order management, or supply chain-related roles
• Strong understanding of end-to-end Order-to-Cash processes and complex issue resolution
• Proven ability to work cross-functionally and influence stakeholders under pressure
• Strong analytical mindset with attention to data and continuous improvement
• Proficient in MS Office (especially Excel); ERP/SAP experience required
• Strong written and verbal communication skills in both Chinese and English (preferred for global roles)

Post: 001, 002