Customer Operations Supervisor

该职位来源于猎聘 Overview: Waters China is keen to look for a motivated supervisor to manage our Service Contract Order team for China region.

The Supervisor of Order Services is responsible for overseeing the team that supports the day-to-day operations of our fast-paced, ever-changing environment.

This includes managing and developing a Team to ensure our customers receive world-class customer service by prioritizing orders appropriately and collaborating with cross-functional business partners to identify customer needs and manage expectations.

The supervisor will be well-versed on Waters’ policies, will act as a Subject Matter Expert for unique situations, will provide revenue recognition guidance and will represent Order Services on miscellaneous OTC Projects.

Responsibilities: Core Business Functions

• Responsible for Service Order team management, execute on corporate business goals in the crucial Order to Cash process, and to deliver excellent customer experience.
• Collaborate with related departments to understand down-stream impacts of customer service projects and performance.

Partner with those departments to design service order process improvements to ensure a positive customer experience in all aspects of the business.

• Develop monthly and quarterly metrics to capture productivity statistics, identify areas of continuous improvement and training needs and determine workload distribution.

Report on trends and accomplishments, and analyze key activities, metrics, goals and objectives to ensure they are in line with departmental goals and policies.

• Lead the team with business-oriented mindset, leverage the understanding of business needs to streamline current business processes, identify process gaps, support in process design for future evolution
• Ensure all work instructions are up-to-date and in accordance with company guidelines; review SuccessFactors to ensure training is completed in a timely manner, ISO compliance and coordinate self-audits.

Represent the Customer Service Team in Quarterly Quality Meetings as well as Quality system related activities.

• Possesses current knowledge of best practices and maintains that knowledge through participation in external forums, professional memberships, etc.

Management Responsibilities

• Directly manage staff including work schedules, prioritization of work, project assignments, cross-training, etc.

Monitor daily activities to ensure accurate and timely order processing transactions and manage escalated customer satisfaction issues.

• Motivate, coach and mentor team to maximize productivity and foster teamwork.

Empower employees to take accountability for their jobs and goals.

Provide effective performance feedback by preparing and completing action plans, implementing productivity goals, setting customer service standards and implementing change.

• Lead employees using performance management and development processes to encourage goal setting and attainment as well as career development plans.

Conduct monthly individual one-on-one meetings and monthly team meetings to discuss process/policy changes and upcoming events; coordinate guest speakers for additional training and exposure to other organizations within Waters. Project work

• Identify project opportunities, gain buy in from management and run projects to improve efficiency or effectiveness.

Participate on enterprise programs and cross functional projects as needed.

Requirements

• Education: BS or BA desirable
• 5-7 years related management experience in a Customer Service oriented environment
• Excellent project management skills, and conflict management
• Open mind and strong wiliness/skills to lead changes
• Cross-functional mindset with good business acumen
• Comprehensive understanding in operating process
• Strong influencing and convincing skills
• Pro-active and effective interpersonal communication skills
• Strong sense of ownership and accountability
• Demonstrated skills in employee supervision and HR administration
• Solid analytical and organizational skills and the ability to multitask with ease
• High tolerance level for a fast-paced, sometimes stressful environment
• Excellent oral and written communication skills.

Must be able to communicate effectively with all levels of management and provide direction and coaching to the team

• Strong decision-making and excellent leadership skills – take charge attitude
• Ability to be a change agent to effectively challenge the status quo and drive new technology and process improvement
• Knowledge and understanding of ISO and Sarbanes Oxley
• Business systems including MS Office, SAP R/3 Service & Distribution, Lotus Notes