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