Job Overview

The Customer Service Supervisor plays a critical role in managing the national Customer Service function, ensuring smooth operations and delivering excellent customer experiences across all channels. This role oversees the entire customer service system, leads the development of service strategies in line with company growth, and ensures seamless coordination between departments to meet client and vendor expectations. The ideal candidate will bring strong operational leadership, strategic planning, and experience in CRM/ERP systems to optimize processes and enhance service delivery.

Key Responsibilities

• Oversee all activities of the Customer Service Department to ensure comprehensive customer service and optimal customer experience.
• Manage customer service operations across nationwide branches.
• Administer system operations, improve related software and applications.
• Develop operational plans (including manpower and budgeting) to ensure efficient allocation of resources and tasks.
• Contribute to the company’s customer service strategy aligned with overall organizational goals.
• Plan and implement service development strategies, setting service performance targets.
• Monitor monthly sales performance growth of suppliers/customers; coordinate with relevant departments to prepare appropriate resources.
• Analyze customer service reports to ensure customer requests are addressed timely and in accordance with internal processes.
• Supervise order processing teams, arrange and allocate human resources for effective operation.
• Directly negotiate with partners on sales processes and take ownership of customer service KPIs as required (e.g., Call Center performance, voicemail response rate, return order ratio, etc.).
• Oversee the functionality of software systems such as SAP, Call Center, CRM, Website, App, and related customer service modules.
• Propose solutions to improve systems and customer-facing applications to enhance service experience and quality, with clear budgeting plans.
• Advise the Board of Directors on annual customer service budgeting and execute according to the approved plan.
• Foster a supportive working environment to empower team members and maximize their performance.
• Prepare specialized reports as requested by direct management.
• Perform other duties assigned by line managers.

Key Requirements

• Education: Bachelor’s degree in a relevant field.
• Experience: At least 3 years in a similar position, preferably in Distribution, Trading, or Pharmaceutical sectors.
• Skills:
  • High adaptability, flexibility, and ability to work under pressure.
  • Excellent communication, problem-solving, and external relation skills.
  • Strong leadership and team coordination abilities.
  • Familiarity with customer service systems and CRM/ERP platforms.
• Language: Good command of English in both communication and relevant software usage.