Lyreco Thailand
Linkedin · Posted 1mo ago
Customer Care Supervisor
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Indexed description
Team Leadership & Development
- Lead and develop the Customer Service team to achieve SLA, KPI, and customer experience targets.
- Build team capability through coaching, training, and knowledge sharing.
- Foster a culture of accountability, ownership, and continuous improvement.
- Oversee end-to-end order management, including quotations, orders, invoicing, and customer inquiries.
- Ensure accurate, timely service delivery through close coordination with Finance and Logistics.
- Maintain compliance with service processes and customer requirements.
- Monitor service performance, customer feedback, and operational metrics to drive improvements.
- Manage service escalations and implement corrective actions.
- Improve efficiency, customer satisfaction, and service quality.
- Partner with Sales, Finance, Logistics, Marketing, and Corporate teams to deliver seamless customer service.
- Act as the primary liaison between customers, KAMs, and internal stakeholders to resolve critical issues.
- Utilize SAP, Genesys, Zendesk, and related systems to support service operations.
- Drive adoption of digital solutions, including Webshop and PunchOut.
- Support automation, system enhancements, and continuous process improvement.
- Bachelor’s degree in any related field.
- Minimum 5 years of experience in customer service or operations, with at least 2 years in a supervisory or team leadership role, preferably in a B2B or corporate account environment.
- Excellent people management, coaching, and performance development skills, with a focus on team engagement and continuous improvement.
- Strong command of English (both written and spoken) for effective communication with international stakeholders and Group functions.
- Proven ability to manage order-to-cash processes, including order handling, invoicing, and issue resolution.
- Hands-on experience with core systems such as SAP, Zendesk, and Genesys is required.
- Experience with Microsoft Dynamics will be considered an advantage.
- Strong analytical, problem-solving, and decision-making abilities, with a track record of improving service standards.
- Ability to work in a fast-paced, cross-functional environment, managing multiple priorities with a customer-first mindset.
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