Senior Customer Service Officer / Customer Service Supervisor – Trims /Packaging

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead the Customer Support team in responding to customer inquiries and resolving issues promptly.
• Track and evaluate the performance of customer support representatives to ensure adherence to service level agreements (SLAs).
• Conduct training sessions for the Customer Support team on new processes and best practices.
• Maintain strong relationships with internal and external stakeholders, including Sales, Development, Production, and Warehouse teams. Collaborate closely with these teams to find solutions and make process improvements.
• Conduct weekly reviews with Customer Support team members and provide updates to the Manager of Customer Support.
• Identify areas for process improvements and implement changes to enhance service delivery.
• Evaluate, take action, and escalate issues as needed to ensure timely resolution. Professionally and tactfully help de-escalate escalated cases/calls as needed.

QUALIFICATIONS:

• 2-3 years of experience in customer support or service roles, preferably in the trim and packaging industry.
• 1-3 years of supervisory experience.
• Demonstrated ability to lead a team by communicating expectations, providing guidance, delivering feedback, and encouraging and motivating the team to perform their best.
• Excellent English, Cantonese, and Mandarin written and verbal communication skills.
• Advanced proficiency in Google Suite (or similar with MS Excel); Salesforce experience preferred.
• Strong problem-solving skills and ability to manage difficult situations.
• High degree of patience and commitment to customer satisfaction.
• Ability to travel domestically and internationally as required.

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