Customer Service Supervisor

We supply the sustainable and innovative paints and coatings that our customers, communities – and the environment – are increasingly relying on. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from a pioneering paints company that’s committed to science-based targets and is taking genuine action to address globally relevant challenges and protect future generations.

For more information please visit www.akzonobel.com.

© 2023 Akzo Nobel N.V. All rights reserved.

Job Purpose

He/she is Team Leader of the Orders Desk and Invoicing. In this respect:

• Supervises the assigned customer service representatives, organizes, co-ordinates and monitors daily tasks, planning team workload to efficiently use available resources and signals issues in capacity to Commercial Operations Manager.
• Supports and assures the dpt 's representative’s highly professional interactions with internal and external customers associated with their order processing, complaint registration, overall administration and information required.

Key Activities

1. He/she supervises the Orders Desk to secure that all customers orders are handled according to the company’s processes, prioritizing deliveries and securing the On Time and in Full (OTIF) KPI performance as per the company’s targets.

 

1. He/she allocates duties to the team members according to specific period’s workload among orders coming via phone calls, digital applications or other means securing the fastest possible team’s response to external and internal demand. He/she secures that the team members communicate with the customers according to the Company’s standards.

 

1. He/she supervises invoicing according to processes, both electronic and on physical documents.

 

1. He/she supervises the process of E2E customer creation through CRM

 

1. He/she handles the workload of credits related to either periodical processes (month end, promotions, year-end credits) or daily processes (pallets related credits)

 

1. He/she monitors products in out-of-stock situations and in coordination with Comops Manager and Sales Manager sets priorities for deliveries, especially taking into account the Exports orders and the end of month workload.

 

1. He/she investigates cases of complaints related to product shortages vs documents or wrong deliveries and provides answers to the Case Management system.

 

1. He/she monitors the automated platforms of communication set by specific LSO customers and either responds to customer queries or secures a team member does.

 

1. He/she maintains stock monitoring for the Customers goods that are stored in third party storage locations .

Experience/Skills and Competences

Professional Experience & skills:

• SAP experience –  minimum 2 years must have
• Experience in order handling, customer service, communication with warehouse and logistics management, team management 
• Microsoft Office (focus on Excel)
• English language

Competences

• Coordination and supervision of a local team
• Good networking skills with all stakeholders across several internal and external functions
• Demonstrable experience of ability to work under pressure
• Attention to detail and accuracy
• Strong client-facing and communication skills
• Problem-solving mindset
• Proactivity

 

Education

Bachelor degree in Business Administration or Supply Chain.

Masters degree in Business would be considered as plus.

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 35606