Customer Experience & Fulfillment Supervisor

Nissin Foods (USA) Co., Inc.; Piedmont (SC); On-site; USD 77,000 - 90,000; Full time

Job summary

Nissin Foods USA Co., Inc. seeks a Customer Service Supervisor to oversee order fulfillment and customer service processes, supporting the team by processing orders and engaging with customers, brokers, and the sales team.

This role emphasizes monitoring performance, resolving broker issues, handling chargebacks, and coordinating with logistics and accounting to ensure accurate billing and timely delivery. Strong leadership and problem-solving skills are required.

Qualifications

• Bachelor's degree or 1–2 years related experience or equivalent mix of education and experience.
• 3–5 years’ experience in a customer service role; 2 years in supervisory role.

Responsibilities

• Monitor customer order fulfilment and elevate shortfalls to meet customer expectations.
• Monitor customer KPIs and elevate opportunities.
• Track and report customer chargebacks/penalties.
• Monitor service calls to observe employee demeanor and technical accuracy.
• Collaborate with distribution leadership to ensure customer fulfillment and proactive issue resolution.
• Advise on corrective actions to adjust broker complaints.
• Answer questions about service and process orders not via EDI.
• Resolve errors and complaints; follow up with brokers/customers to confirm resolution.
• Suggest changes to avoid recurring broker complaints with management.
• Coordinate with Accounting on customer credit issues and with Logistics on carrier issues.
• Backup EDI transmission daily and clean up orders.
• Handle special projects per manager’s request.
• Address pricing/deal promotion discrepancies with Sales.

Skills

Customer service

Supervisory experience

Problem solving

Education

Bachelor's degree in related field

Tools

EDI system

ALC pricing system

Job description

Nissin Foods USA Co., Inc. seeks a Customer Service Supervisor to oversee order fulfillment and customer service processes, supporting the team by processing orders and engaging with customers, brokers, and the sales team.

This role emphasizes monitoring performance, resolving broker issues, handling chargebacks, and coordinating with logistics and accounting to ensure accurate billing and timely delivery. Strong leadership and problem-solving skills are required.