Customer Care Supervisor

Role Overview

This position leads the customer care team in delivering consistent, accurate, and timely support across every client interaction. Day to day, the supervisor allocates incoming inquiries, monitors response quality, and acts as the central link between customers and internal departments such as production, logistics, finance, and quality. The role exists to ensure no customer request is left unresolved and that all order, delivery, and complaint information is properly documented and accessible.

Key Responsibilities

• Supervise daily customer care operations, assigning inquiries, complaints, and follow-up tasks while monitoring team performance against service standards.
• Own escalated customer issues, investigating root causes with relevant departments and driving complaints through to resolution with regular client updates.
• Establish and maintain a structured customer and project record system that tracks orders, production status, payments, deliveries, damages, claims, and communication history.
• Coordinate order follow-through from confirmation to dispatch, proactively identifying delays and informing customers before problems become complaints.
• Manage damage and claim processes, ensuring proper documentation, centralized tracking, timely investigation, and resolution in cooperation with warehouse, logistics, quality, and finance teams.
• Develop and enforce customer service procedures, response-time standards, and escalation paths while conducting quality checks on team communications.
• Analyze customer feedback and recurring complaint patterns, recommending corrective actions and service improvements to management.
• Prepare regular reports on inquiry volumes, response times, complaint resolution rates, claim turnaround, order follow-up, and team performance.

Requirements & Qualifications

• Bachelor's degree or diploma in customer service, business administration, marketing, sales, communications, logistics, or a related field.
• At least 4 years of experience in customer service, customer experience, sales support, or order management, with 1–2 years in a supervisory or team-lead capacity.
• Proven ability to handle high-volume inquiries and complex escalated complaints in a professional, composed manner.
• Experience coordinating across sales, production, warehouse, logistics, finance, and quality teams to resolve order and service issues.
• Strong working knowledge of CRM systems, record management, and customer service KPIs such as response time and resolution time.
• Excellent communication, coaching, and problem-solving skills, with the ability to guide and develop customer care staff.
• Prior experience in manufacturing, building materials, construction, logistics, or serving project-based and corporate clients is highly valued.
• Familiarity with Chinese-funded businesses or Chinese client expectations is considered an advantage.