Customer Service Supervisor

5 months ago

กรงเทพมหานคร, Thailand DESTACO Full time

DESTACO, a Stabilus Company, is a global leader in the design and manufacture of high-performance automation, workholding, and remote handling solutions. The company serves customers in variety of end-markets, including the automotive, life sciences, consumer goods, packaging, aerospace, and nuclear sectors.

Built on a legacy of over 100 years, DESTACO offers a comprehensive portfolio of products to engineer precise movement, placement and control solutions that drive productivity and uptime for manufacturers around the world. The DESTACO family of products consists of industry-leading brands such as DESTACO Manual and Power Clamps, Camco and Ferguson Indexers, Robohand Grippers and CRL Manipulators and Transfer Ports.

DESTACO is based in Auburn Hills, Michigan, and operates globally through ~700 employees across 13 locations.

With nearly 90 years of demonstrated expertise, The Stabilus Group is one of the world's leading providers of motion control solutions for customers across a broad spectrum of industries.

Stabilus, approaching 1.5B EUR in revenue, is headquartered in Koblenz, Germany and employs more than 7,000 team members across 34 locations in 18 countries.

**Position Summary**:
Customer Service Supervisor is responsible for providing superior levels of customer service through direction and support to the customer service team to achieve business results. S/he will lead the customer service department assisting the team with customer orders and requests, overseeing call volume to ensure service standards are met, resolving customer problems, and supporting achievement of service, on-time delivery and quality metrics. S/he will demonstrate and encourage a sense of urgency to the customer, ensuring follow-up and resolution to build and strengthen customer relationships. S/he is responsible for the day-to-day customer service, coaching and supervision of the team, monitoring productivity and performance standards and directing work and assignments. S/he conducts hiring, training, and evaluation of staff as needed, including support of performance improvement and talent development.

The Customer Service Supervisor reports to Sales & Service Manager, Thailand. The position is located in Bangkok, Thailand. The position requires the ability to work and communicate with internal and external customers and channel partners and interacts proactively with Sales, Product & Applications Engineering, Manufacturing, Field Service and Technical Support, and leaders across various departments and functions.

**Key Job Responsibilities **include but are not limited to:

- Leads and promotes safety awareness with other key members of the organization. Promotes accident prevention and employee involvement regarding a safe work environment. Ensures employees understood the safety expectations of the organization.
- Leads and fosters the continuous improvement roadmap for the customer service team. Leverages continuous improvement tools to drive continued operational improvements and ensures engagement of the entire team through strong communication and clear direction.
- Coaches, provides feedback to and develops customer service team members. Motivates and manages the customer service team to achieve annual goals/objectives set at the individual and organizational level.
- Provides on-going coaching to each Customer Service Representative on the team concerning quality, reliability, accountability and productivity of product and service to ensure business objectives are met with maximum customer’s satisfaction.
- Plans and organizes hardware and software workflow to ensure efficient Customer Service operations.
- Sets and tracks goals, ensuring team metrics are achieved for customer service excellence.
- Resolves moderately complex support-related issues for the customers and team. Provides support in call escalation situations. Manages difficult customer interactions, requesting assistance from other departments as required to bring to resolution in positive and timely manner.
- Communicates with managers and other departments to meet customer service objectives. Acts as a communication liaison between customer service, sales, external partners and other departments. Continuously improve Customer Satisfaction using appropriate modern CRM tools
- Liaises with other plants for price, availability including with technical supporting for customers. Leads the team to monitor and closely communicate with other plants to ensuring that the shipment is in order, deliver in time with correct parts, quantity, and delivery address.
- Monitor and analyzes incoming inquiries and other communication channel performance, utilizing systems and reports as available. Creates and maintains necessary records, files and reports in accordance with department and Dover standards.
- Assists in cost and margin control and managing departmental budgeted expenses. Monitors and submits required reports in an accurate and timely manner.

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