Customer Service Supervisor

Job Description
Tessenderlo Kerley is a dynamic and forward-thinking organization committed to providing exceptional customer service and satisfaction. Currently we are looking for a passionate and experienced Customer Service Supervisor to join our team and drive our customer service operations to new heights.
As the Lead Customer Service Specialist, you will supervise and lead a team of Customer Service Specialists through the entire Order to Cash (OTC) process. Your primary goal will be to develop and implement customer service policies and procedures that align with our business unit (BU) strategies, ensuring exceptional customer service and satisfaction. You will troubleshoot and resolve non-routine customer complaints professionally and promptly, manage major issues with orders, delivery dates, or services, and act as the Business Process Owner for OTC processes.
Key Responsibilities:
Collaborate with supply chain leaders to support BU’s strategic direction as outlined in their 5-year strategy plans.
Continuously evaluate the structure and processes of the customer service organization to meet and exceed internal and external customer requirements.
Manage monthly reviews of consignment inventory levels with RESUME customers to ensure timely billing.
Work proactively with ICT and customers to optimize the use of EDI for mutual benefit.
Develop strategies with inventory and supply teams to ensure optimal order sourcing.
Optimize the order entry process to handle over 40,000 orders annually with accuracy and responsiveness.
Manage business processes, master data accuracy, and contracts for consignment programs.
Collaborate with customers, sales personnel, and ICT to address non-standard process and system requests for new customers.
Plan, organize, and manage departmental staff work to meet BU’s specific requirements.
Investigate and resolve customer complaints by identifying root causes and implementing permanent solutions.
Work with the planning and transportation groups to maintain an efficient and cost-effective rail fleet for consignment product transport.
Develop and manage the annual departmental budget in collaboration with BUs and finance.
Ensure compliance with SAP/Business processes, including invoicing, payables management, and credit terms administration.