Supervisor Customer Service II

Job Purpose

Process and supervise all administrative activities to support the specified Valvoline Global business unit, and internal/external customers for one or more of the following functional areas: Order Entry and Invoicing, Accounts Receivable, DASH and/or E-business support. Position is an escalation point for inquiries or concerns that cannot be handled by a Customer Service Representative. Act as a solution-driven intermediary between customer service, the supply chain, and the commercial team. This position reports to the Customer Service manager Europe.

How You Make an Impact

1.    Monitor and supervise the sales order process for the Customer Service team which includes orders, corrections, returns and other items and secures adequate working procedures are used in transactions. And therefore, ensures the execution of all European sales orders
   2.    Be a point of escalation for orders, account issues or customer inquiries that cannot be handled by a
   CSR. Work directly with sales, operations or supply chain to address issues and solve them as soon as possible ensuring that communication on solution is sent to our customers.
   3.    Be a point of contact for process changes and manage implementation to the team. Monitoring transaction flow to ensure the best use of resources and identify areas of improvement; this includes monitoring communication tools, SAP transactions and Salesforce reports.
   4.    Monitor reports for order accuracy and process compliance, generate when required reports for sales order management regularly.
   5.    Implement and manage the onboarding process for new customers to ensure that new Valvoline customers have an excellent first impression of our company and that all their needs and questions are addressed before their first order is shipped.
   6.    Monitor accounts receivables process and attending on a regular base in Credit Review meetings
   7.    Set goals and conduct performance reviews in close cooperation with Customer Service manager

What You Bring to the Role

Education
Bachelor level

Work Experience

Supervising/Managing People for a minimum of 5 years

Customer Service Experience for a minimum of 5 years

Licenses and Certifications
Relevant licenses and certifications on e.g. skills and languages.

Knowledge, Skills, and Competencies
Experience with or knowledge of SAP or other ERP system Salesforce Ability to manage multiple ERP systems