Customer Care Supervisor
- São Paulo - SP
- Permanente
- Período integral
The Customer Care Supervisor leads and supports a team of customer service representatives to ensure high-quality service delivery. They manage daily operations, resolve complex customer issues, monitor performance metrics, and implement strategies to improve customer satisfaction. The role combines leadership, problem-solving, and communication skills to maintain a positive customer experience and a motivated team environment.
The role will interact with commercial/sales team and key customers to increase customer centricity and stickiness in customer partnerships. Taking accountable for driving customer service performance improvements in responsiveness and reliability.Key responsibilities include:
● Lead daily order management operations and ensure a strong focus on delivering customer value.
● Lead in the origination, shaping and execution of the Next Level transformation strategy in customer service with a view to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale.
● Responsible for keeping customer service team aligned with area strategy, monitoring team's performance and KPI's.
● Support Customer Service manager to deploy innovative solution with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal and upgrade ordering process, automation of order promising and processing, customer cockpit.
● Partner to country cluster GMs/MDs with support to win long term outsourcing deals and increase the stickiness by providing value added, segmented and seamless services and experience.
● Drive the local customer strategy and execution with respect to customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning.
● Be a key professional to support BR GM Choco customer service team in high season periods, drive best practice adoption, resolve issues and partner the sales and supply leads to ensure exceptions service delivery.
● Manage, control and improve performance on service level agreements with customers.
● Support Customer Service leadership team with the right information and reports to resolve customer issues and drive corrective action and preventive actions.
● Lead order management cycle activities, defining processes, targets, monitoring cases and drive improvements in partnership with Customer Service leadership team.
●Responsible to coordinate improvements on customer communication and lead the periodic feedback on customer satisfaction.
● Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
● Develop modern business methods/processes, identify best practices in the market.
● Responsible to build, deliver and monitor KPIs, analyze performance and identify areas for improvement, track progress
● Build a strong team and customer-centric culture.Scope:
● All business units in Chocolate (4 country chocolate clusters / GM LATAM) with 19 countries in LATAM (Excluding Mexico).
● @55,000 mt sales volume (Cocoa / Chocolate) and ~50,000 orders per year.
● 5,000+ customers across 19 countries.
● Owns BR GM service level review and problem breakdown analysis for service hits.
● Initiates recalls in close alignment with the crisis management team.
● Reconciles service related countermeasures, incl. follow-up, control and if required escalate on [function] shaping actions.Other responsibilites:
● Responsible to control and lead the Customer Service Continuous Improvement process from tools to application.
● Responsible to continuously monitor the order cycle: From order entry to delivery follow up (From order change/fix/split to deliveries).
● Strong drive to increase service level (OTIF) whilst reducing/controlling the cost to serve
● Returns & Complaints management: KPIs and PDCAs on root causes.
● Responsible to lead the work in partnership with Demand Planning team to build and deliver a forecast to be collaborated with Regional GMs/ MDs.
● Develop procedures, policies and standards of care.
● Maintain accurate records and document customer service actions and discussions.
● Analyze statistics and compile accurate reports.
● Recruit, mentor, and develop customer service team and create an environment where they can excel through encouragement and empowerment.
● Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.About you:
● Mandatory - Graduation in Engineer / Business Administration / Economic or System sciences.
● Nice to have - Postgraduate, MBA or MD in MBA in Project Management / Strategic Management / Business Management.
● Proficient in English & Spanish.
● Proven experience in senior customer service role.
● Ability to lead and manage changes in a complex environment.
● Minimum 5+ years of relevant experience of which 3+ years in managing multi-cultural, dispersed teams.
● Experience in setting-up and leading shared service business process will be an advantage.
● Deep knowledge of the SAP Order-to-Cash process.
● Experience in leading customer service function set-up/scale-up/transformation.
● Complaint management system (Salesforce case management).
● Deep knowledge of Trade incoterms and customs procedures.
● Knowledge if revenue recognition rules.
● Experience of the credit control and cash collection process.
● Knowledge of shipping and transportation activities.
● Problem solving through root cause analysis, Data driven continuous improvement, Strong communication skills.
● Travel requirements: Up to 10 % of the time.Location: Paulista Avenue, São Paulo, BrazilAt Barry Callebaut, we are committed to Diversity & Inclusion. United by our strong values, we thrive on the diversity of who we are, where we come from, what we’ve experienced and how we think. We are committed to nurturing an inclusive environment where people can truly be themselves, grow to their full potential and feel they belong. #oneBC - Diverse People, Sustainable Growth.If you want to learn more about Barry Callebaut, please find further information .Were you missing anything in this job ad? Please share your feedback with us by clicking .