Customer Service Supervisor

Tronox; Jeddah; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading organization is seeking a Customer Service Supervisor in Jeddah, responsible for leading a team, enhancing customer experiences, and collaborating with internal and external stakeholders. The ideal candidate will have at least 5 years of experience, a university degree, and proficiency in managing customer service operations.

Qualifications

• 5+ years of experience in customer service roles is preferred.
• Exposure to leading teams and enhancing customer experiences.

Responsibilities

• Lead a team of 6–10 people and coordinate customer service activities.
• Monitor team performance and customer service KPIs.
• Act as a liaison between customers and internal stakeholders.

Skills

Ability to work under pressure

Proficiency in MS reporting tools

Education

University degree

Job description

Customer Service is a key function in the OTD department and is one of the faces of the organization to its customers. It significantly impacts overall customer satisfaction. The Customer Service Supervisor must be able to multitask, meet tight deadlines, and succeed whether working independently or with a team.

As a Customer Service Supervisor, you will be responsible for leading a team of about 6–10 people. This role involves planning, directing, and coordinating customer service activities at your location, with substantial coordination with internal and external stakeholders. The role aims to develop the department and the business by implementing local and international policies, strategies, and goals. You will develop and implement best practices and improvement proposals to enhance customer experience and foster a culture of continuous improvement, ensuring organizational objectives are met.

KEY RESPONSIBILITIES:

• Set clear objectives and monitor team performance, fostering engagement and teamwork.
• Track and improve customer service KPIs, developing action plans to exceed targets.
• Oversee CSR activities, including customer communications, order status, product availability, and financial close processes.
• Ensure clear and professional communication with internal teams and customers.
• Maintain compliance with internal procedures while enhancing the customer experience.
• Act as a liaison between customers, sales managers, and internal stakeholders, ensuring quick responses.
• Monitor daily order activity and coordinate with logistics to resolve delivery issues.
• Provide exceptional customer service, managing difficult customers when necessary.
• Expertly use SAP and understand its impact on other systems.
• Innovate solutions based on product, customer, and market knowledge.
• Manage customer complaints and resolve them promptly.
• Provide pricing, availability, and scheduling information within guidelines.
• Support master data accuracy and manage pricing roles as needed.
• Ensure audit requests are satisfied during the annual financial audit.
• Support and back up customer service representatives.
• Demonstrate problem-solving skills and adaptability in a dynamic environment.
• Have a solid understanding of INCOTERMS, payment terms, and banking documentation.
• Be familiar with month-end processes, credit/debit processes, and other financial aspects.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Minimum Qualification and Experience:

• University degree.
• 5+ years of experience in a reputable organization in related roles.
• Exposure to customer service roles is preferred.

Job Specific Skills:

• Ability to work under pressure.
• Proficiency in MS reporting tools like Excel, PowerPoint, etc.

We are a global organization with approximately 6,500 employees across six continents. Our diversity, vertical integration model, and operational expertise position Tronox as a leading titanium dioxide producer worldwide.

We are committed to our people, customers, and communities. With a broad global reach and local presence, we celebrate the unique character and culture of each location. From Australia to Europe, South Africa, and beyond, we bring passion to every workplace, every day.