Customer Service & Operations Supervisor

Job Code: 120/001/215
Industry: Manufacturing

Job Brief:
This role is responsible for leading all customer service activities, from strategy and planning to daily execution. The ideal candidate will ensure service excellence, maintain strong customer relationships, and achieve departmental targets through effective team leadership and cross-functional collaboration.

Job Responsibilities:

• Develop and implement customer service strategies, policies, and procedures to enhance service quality and drive operational efficiency.
• Supervise daily operations, including order processing, shipment coordination, and delivery follow-up, ensuring on-time delivery and effective prioritization of urgent orders.
• Act as the primary liaison with production mills to proactively address and resolve production, delivery, or quality-related concerns.
• Coordinate closely with the supply chain team to ensure timely stock maintenance and availability.
• Manage customer complaints with professionalism, track cases to resolution, and recommend systemic improvements to prevent future issues.
• Prepare and analyze key daily/weekly reports, including RFQ tracking, order status, and service performance metrics, to support decision-making.
• Ensure all team members possess robust product knowledge and provide accurate, timely information to support sales and marketing activities.
• Develop and mentor the customer service team to foster a collaborative, accountable, and results-driven work environment.
• Contribute to other duties as assigned to continuously improve service operations and support broader business objectives.