Sr. Customer Service Supervisor

Ecolab Pty Ltd

5+ years customer service experience
End-to-end order management process
Root cause analysis and escalation handling
Act as the primary point of contact for key accounts and manage complex, high-risk orders

Job Summary

  • Act as the primary point of contact for key accounts and manage complex, high-risk orders.
  • Lead root cause analysis and resolution for customer escalations while overseeing end-to-end order management.
  • Coach junior team members and monitor critical KPIs such as OTIF and complaint rates to drive continuous improvement.

Matching Summary

Act as the primary point of contact for key accounts and manage complex, high-risk orders.

Skills & Requirements

Must-have

  • 5+ years customer service experience
  • End-to-end order management process
  • Root cause analysis and escalation handling
  • Cross-functional stakeholder influence
  • ERP/SAP proficiency required
  • MS Office Excel advanced skills

Nice-to-have

  • Bilingual Chinese and English communication
  • Proactive risk identification mindset
  • Continuous improvement drive
  • Experience with QBRs and business reviews
  • Data-driven analytical approach

Key Requirements

  • Bachelor's degree in Logistics, Supply Chain, or Business
  • 5+ years in customer service or supply chain roles
  • Proficiency in ERP/SAP systems
  • Strong written and verbal communication skills

Work Rights

Not specified

Tailored Resume

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