Supervisor-Customer service

Outline of Main Duties/Accountabilities:

Supervise and control customer service operations for overseas customers to ensure efficiency and strict compliance with the company’s policies, rules, and procedures. Manage overseas customer orders from order receipt, order confirmation, and status follow-up through to on-time delivery to customers. Coordinate with internal departments, including production, logistics, purchasing, and accounting, to ensure smooth operations. Manage data in the SAP system to ensure accurate and timely order processing. Prepare documents related to export and shipment processes, such as invoices, packing lists, export entries, air waybills, and other related documents. Handle communication with overseas customers and respond to their inquiries in a prompt and appropriate manner. Be responsible for coordinating and following up on complaint resolution, including product claims from overseas customers. Manage various export-related expenses in preparation for vendor payment processing, including verifying the accuracy of charges and preparing approval requests in strict accordance with the company’s rules and procedures. Prepare reports, summarize issues, and propose service improvement actions to enhance operational efficiency. Perform other duties as assigned in relation to overseas customer service operations.

KEY RESULT AREA:

• Overseas Customer Service Management.
• Order Management and On-Time Delivery.
• Cross-Functional Coordination.
• SAP Data and Export Documentation Control.
• Complaint and Claims Management.
• Export Cost Control and Compliance.
• Reporting and Process Improvement.

Skills and Formal Training Requirements/Experience:

1.Bachelor’s degree in Business Administration, Logistics, International Trade, or a related field.

2. At least  5-7  years of experience in Customer Service, Sales Coordination, Export, or Order Management.

3.Good knowledge of order processing, export procedures, and shipping documentation.

4.Good command of English in speaking and writing.

5.Proficient in SAP or other ERP systems.

6.Strong coordination, problem-solving, and leadership skills.

7.Able to work under pressure and manage multiple tasks effectively.

8. Knowledge of ISO standards and related procedures

We Don’t Just Build The World, We Build Innovative Technology Too.

Joining the Stanley Black & Decker team means working in an innovative, tech-driven and highly collaborative team environment supported by over 43,500 professionals in 60 countries across the globe. Here, you’ll get the unique chance to impact some of the world’s most iconic brands including STANLEY TOOLS, DEWALT, CRAFTSMAN, MAC TOOLS and Black + Decker. Your ideas and solutions have the potential to reach millions of customers as we work together to write the next chapter in our history. Come build with us and take your career to new heights.

Who We Are 

We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.

Global Benefits & Perks
You’ll be rewarded with a competitive salary plus receive entitlements and benefits unique to your country of hire. 

What You’ll Also Get

Career Opportunity: Career paths aren’t linear here. Being part of our global company with 60+ brands gives you the chance to grow and develop your skills along multiple career paths.

Learning & Development: 
Our lifelong learning philosophy means you’ll have access to a wealth of state-of-the-art learning resources, including our Lean Academy and online university (where you can get certificates and specializations from renowned colleges and universities).

Diverse & Inclusive Culture:
We pride ourselves on being an awesome place to work. We respect and embrace differences because that’s how the best work gets done. You’ll find we like to have fun here, too.

Purpose-Driven Company:
You’ll help us continue to make positive changes in the local communities where we work and live as well as in the broader world through volunteerism, giving back and sustainable business practices.