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

Sr. Customer Service Supervisor

Job Description