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Job Purpose and Impact

The Customer Relationship Supervisor will help to maintain customer relationships and will serve as escalation point for service issues and run analytics for routine operations for the order management process. In this role, you will help drive customer focus and achievement of the company's sales and revenue objectives by delivering exceptional customer service.

Key Accountabilities

• Manage a team of customer service representatives working with basic service level customers and drive delivery of exceptional customer service.
• Assist in development and maintenance of strong, collaborative customer relationships through proactive engagement on low to moderately complex customer issues where escalation will likely be required.
• Analyze customer service issues and drive service level improvements through data analysis and insights and conduct root cause analysis on repetitive and common issues that reoccur across more junior team members.
• Explain established practices, policies and facts to team members and customers to collaborate on customer experience improvement areas.
• Influence the team to make better decisions to drive revenue growth and customer experience that follow established guidelines.
• Drive change and continuous improvement throughout the customer service organization.
• Other duties as assigned
• Responsible for personnel decisions related to hiring, performance and disciplinary actions for your direct reports. You will also spend time completing the same tasks as employees on your team.

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Minimum requirement of 1 year relevant work experience. Typically reflects 3 years or more of relevant experience.

Preferred Qualifications

• Candidate with strong blend of leadership, cross-cultural collaboration, and operational expertise
• 5–10 years of progressive work experience, with at least 3–5 years in a supervisory or managerial capacity, demonstrating a proven track record of leading high-performing teams.
• Demonstrated success in managing diverse teams across multiple geographies and cultural backgrounds, fostering collaboration and inclusivity.
• Solid understanding of global trade operations, including import/export processes, customs regulations, and compliance standards.
• Exposure to or experience in supply chain operations, logistics, or procurement will be considered an advantage.
• Exceptional ability to build and maintain strong relationships with internal and external stakeholders, aligning cross-functional teams to drive business outcomes.
• Strong analytical mindset with the ability to identify issues, evaluate options, and implement effective solutions.
• Outstanding interpersonal and influencing skills, with the ability to inspire, motivate, and lead through change.