Customer Care Supervisor

About the role

Are you passionate about delivering exceptional customer experiences in a fast-paced, high-performance environment? Do you thrive on accuracy, responsiveness, and solving problems in real time? This position manages day-to-day activities of the MISUMI Americas Customer Care team within the Customer Service department.

What you'll do

• Supervise a team of 8–15+ Customer Care Specialists, manage daily operations of the customer care team and ensure completion of daily activities within agreed Service…
• Ensure Team compliance with company’s and department’s policies, notably attendance, timesheet entry and overall Customer Service SOPs
• Clearly communicate on individual goals and performance expectations and deliver weekly performance scorecards to team members
• Build development plans for each team member as needed, identifying skill gaps, creating growth opportunities
• Create and maintain a positive, customer-centric departmental culture that recognizes individuals’ work quality, performance

What you need

• 8–14 yrs of experience
• Customer service
• CRM
• MS Office
• Escalation handling
• SOP writing
• Sales
• B.Tech or B.E. or B.Com or BBA

Good to have

• ERP
• Power BI
• PowerPoint
• Tableau