Customer Care Supervisor

Overview

Customer Care Supervisor to manage day-to-day operations of the MISUMI Americas Customer Care team and ensure KPIs and customer needs are met.

What you'll do

• Supervise 8–15+ Customer Care Specialists and manage daily CS operations within service-level agreement timeframes.
• Ensure team compliance with attendance, timesheet entry, and Customer Service SOPs.
• Set individual goals and performance expectations; deliver weekly performance scorecards and coaching sessions.
• Build development plans, identify skill gaps, and coach team members to improve expected performance.
• Serve as first-line escalation for complex issues, difficult customer situations, and cross-functional blockers.
• Partner with CS Planning/leadership for data collection, report generation, and policy/process improvements.
• Monitor and improve CS team productivity, turnaround time, attrition, digital ratios, and employee retention.

What you'll need

• B.S. degree in Business Administration, commerce, engineering, or a related field.
• 8+ years of experience in customer service, order management, or similar environments.
• 3+ years of experience leading or supervising customer service representatives or similar roles.
• Proficiency with CRM, ERP, case management systems, and MS Office (Outlook, Word, PowerPoint, Excel).
• Experience with data reporting & visualization tools (Power BI, Tableau, Sigma).
• Strong problem-solving, critical thinking, leadership, and organizational skills.
• Ability to resolve sensitive escalations and handle conflict-resolution for volatile situations.

Details

• Work hours: 9:30 PM–5:30 AM IST, Monday through Friday.
• Location mentioned: Bengaluru, India (Office).