Customer Service Supervisor

Role Overview 

The Customer Service Supervisor is responsible for the leadership and operational oversight of a team dedicated to providing high-quality support for our core business. This role focuses on ensuring operational consistency, coaching team members, and refining the processes and systems that drive customer satisfaction. 

The Supervisor serves as a key link between Customer Service and the Sales organization, managing diverse functions such as sales administration, logistics, and account management. 

Core Responsibilities 

• Team Supervision: Lead and coach a team to achieve service levels and operational goals through consistent feedback and professional development. 

• Process Management: Identify and implement improvements in service delivery strategy, training materials, reference documentation, and internal policies. 

• Operational Oversight: Manage the daily workflows of various departments, including telephone representatives, logistics, and key account support. 

• Analytical Reporting: Use qualitative and quantitative data to monitor performance trends and implement adjustments based on changing business needs. 

• Cross-Functional Collaboration: Partner with Sales, Supply Chain, and Finance to ensure customer concerns are resolved and business objectives are met. 

Position Requirements 

Education & Core Experience 

• Required: A minimum of 3 years of related professional experience in customer service or operations. 

• Education: B.S. in Business Management, Operations, or Logistics is preferred. 

• Languages: Advanced proficiency in English is required (written and verbal). English 
  Min. C1, C2+ preferred 

Technical Skills 

• Software: Advanced knowledge of Microsoft Office (Excel and Word) is required. 

• Systems: Previous experience with Oracle, SAP, or similar Web-Based Order Management and Call Center systems is highly preferred. 

• Functional Knowledge: Exposure to one or more areas such as Accounts Receivable, Collections, Distribution, or Supply Chain. 

Professional Competencies 

• Leadership: Demonstrated ability to set clear priorities, manage resources, and lead teams through complex tasks. 

• Communication: Strong interpersonal skills with the ability to maintain transparent and professional interactions with direct reports and senior management. 

• Organization: Proven ability to manage multiple projects and administrative tasks effectively in an environment with frequent shifts in priority. 

Employment Details 

• Location: Costa Rica. 

• Travel: Occasional travel may be required based on business needs. 

• Scope: This position reports to the Customer Service Manager and supports the regional Sales organization.