MRO Customer Service Supervisor

Date Posted:

Country: Philippines

Location: Lot 18 3rd Street, First Philippine Industrial Park, Tanauan City, Batangas, Philippines

Position Role Type: Unspecified

• Assist in generating department work instructions and guidelines.
• Resolve product or service problems by clarifying the customer\'s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Provide required reports to both internal and external customers.
• Maintain and ensure accuracy of internal reports and records (repair orders, quotations and invoices).
• Follow communication procedures, guidelines and policies of the company.
• Ability to multi-task, prioritize, and manage time effectively.
• Customer orientation and ability to adapt/respond to different types of characters.
• Build and maintain rapport with customers to become a trusted advisor and partner in supplier decisions.
• Inform other departments of order requirements and probable order risk.
• Contribute to team effort by accomplishing related results as needed.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team targets (KPI).
• Perform other duties as required by departmental procedure.
• Recruit, motivate, retain, develop, and supervise an appropriately skilled team of Customer Service Analysts.
• Determine staff hours, number of personnel, and parts and/or equipment required for service inquiry.
• Communicate positively, professionally, and promptly with customers and internal functional groups.
• Address customer queries and complaints in a timely and professional manner.
• Coordinate the day-to-day activities of the department.
• Create an environment where teamwork, empowerment, and trust are encouraged through coaching, performance measurement and people development to meet the company goals and values.
• Drive improvements in service performance, as measured by customer satisfaction, operational measures and productivity, by deploying best practices and ensuring appropriate measurement and monitoring is established.
• Generate a strong focus on customer retention and development, targeting and measuring team performance on business protection and growth.
• Drive continuous improvement in customer service process and standards as measured by Key Performance Indicators.
• Establish and implement continuous process improvement by monitoring customer interactions and obtaining direct customer feedback on service standards.
• Develop positive relationships with key internal and external customers and suppliers (e.g. sales and marketing, operations, MIS) to ensure customer service targets are achieved.
• Ensure proper utilization of resources to optimize productivity and minimize waste.
• Forecast and manage the operating budget for the area of responsibility.
• Contribute to the work of other areas of the Customer Service group to ensure functional and process goals are achieved.
• Coordinate the day-to-day activities of the department.
• Ensure team members adhere to customer service guidelines and company policies.
• Communicate with customers via phone calls and emails.
• Plan and implement effective customer service strategies.
• Maintain a record of all customer data.
• Direct urgent or sensitive issues to the Customer Service Manager.
• Gather feedback from customers on the services rendered.
• Prepare weekly, monthly and annual team targets.
• Analyze customer service reports and suggest improvements.
• Prepare and assign daily work schedules to the team members.
• Adhere to and participate in all EHS practices and standards across the site, including proactive reporting of observed hazards and recommendations to ensure safety and wellbeing.

• Bachelor’s degree in Business Administration, Business Management, or a related field
• 3+ years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive, or a similar role
• Excellent written and oral communication skills
• Knowledge of customer service practices and guidelines
• Good computer skills
• Displaying morally right and professional behavior
• Strong etiquette when communicating with clients as well as the team
• Good time management and organizational skills
• Ability to handle stressful situations
• A team player with the ability to work collaboratively

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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