Customer Service Supervisor

At Greene, Tweed you'll find the cutting‑edge technology, world‑class polymer expertise and endless advancement opportunities you'd expect from a multi‑national industry leader. Ignite continuous learning and help shape technological solutions while fostering an inclusive environment that celebrates success.

• Lead a wide team of customer service representatives across a regional area to deliver high‑quality service to global customers.
• Ensure your teams monthly orders are processed for all accounts and maintain clear communication to ensure a smooth journey for customers.
• Support the formulation and execution of company strategy within the customer service function.
• Work proactively to help Greene, Tweed achieve its goals.
• Monitor and analyse key performance indicators, providing solutions to drive continuous improvement.
• Lead a diverse team through periods of change, ensuring service levels are not impacted while influencing global stakeholders.
• Make decisions and implement solutions to escalated issues.
• Manage escalated customer complaints and resolve them satisfactorily.
• Implement customer service protocols and procedures to ensure consistent service delivery.
• Collaborate and enable change with cross‑functional teams, including sales, planning, and quality, to address customer needs and drive improvements.
• Coordinate with other departments to ensure seamless customer experiences.
• Conduct regular one‑to‑one and team meetings.
• Contribute to the development of customer service strategies and initiatives.
• Ensure compliance with regulatory standards and company policies.
• Promote positive behaviour, celebrate success, and give recognition to create a constructive environment.
• Drive high morale, engagement, and commitment within the team through effective leadership to deliver high performance.
• Produce and interpret a wide range of reports to identify and highlight risks and opportunities.
• Contribute to centrally led projects to improve and harmonise cross‑branded initiatives, ensuring successful implementation and operational onboarding for an improved customer experience.
• Resolve team issues, manage workload levels, ensure sufficient coverage, and monitor absences and attendance.

• Education:
  
  Bachelor’s degree in Business or related discipline (or equivalent experience); HS Diploma required.
• Minimum 3 years’ experience in a team lead or supervisory role.
• Minimum of 5 years in a business‑to‑business customer service environment.
• Experience managing teams based across multiple countries.
• Experience creating and implementing innovative solutions.
• Excellent verbal and written communication skills with the ability to adapt to various audiences.
• Demonstrated ability to implement change to positively impact service levels across multiple teams.
• Ability to prioritize, meet deadlines, and thrive in a dynamic working environment.
• Previous S/4 HANA experience desirable.
• English written and spoken at business standard; other language skills desirable but not essential.
• Demonstrated ability to manage culturally diverse teams within remote settings where applicable.

Note:

This Job Description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by the Supervisor. All requirements are subject to change and updates.