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.

Ngành nghề: Bán hàng / Kinh doanh, Sản xuất / Vận hành sản xuất, Vận chuyển / Giao nhận / Kho vận

Kinh nghiệm: 5 Năm

Cấp bậc: Trưởng nhóm / Giám sát

Hình thức: Nhân viên chính thức

Địa điểm: Hồ Chí Minh