Customer Service Supervisor (Cu Chi, HCMC)

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Job Objective
The Customer Service (CS) Supervisor is responsible for managing, overseeing, and optimizing the daily operations of the CS team. This role ensures seamless order processing-from initial inquiry, production tracking, and logistics coordination to complaint resolution-ensuring on-time and accurate delivery. The successful candidate will work closely with the Sales & CS Manager to maintain excellent relationships with fashion brands and garment factories while maximizing customer satisfaction.
Key Responsibilities
1. Team Leadership & Operations
• Supervise the daily activities of CS executives to ensure prompt and accurate purchase order (PO) processing.
• Train, mentor, and onboard new team members; continuously improve team capabilities regarding product knowledge (buttons, fasteners, trims) and system workflows.
• Monitor, coach, and conduct periodic performance reviews (KPIs) for the CS team.
2. Order Management & Supply Chain Fulfillment
• Control and audit order data entry on the system (ERP/SAP), tracking order status from end to end.
• Coordinate closely with Production Planning, Warehouse, and Logistics departments to ensure OTIF (On-Time In-Full) delivery.
• Act as the point of escalation to resolve critical issues related to order delays, supply chain disruptions, or technical product mismatches.
3. Customer Relationship & Escalation Management
• Serve as the main point of contact to handle complex customer complaints regarding product quality, lead times, or import/export documentation.
• Partner with the QA/QC department to identify root causes and deliver professional solutions (such as 8D reports/CAPA) to customers.
• Maintain high service standards in alignment with the Prym Group's global guidelines.
4. Reporting & Process Improvement
• Compile, analyze, and present weekly/monthly/quarterly reports on CS performance, OTIF rates, and customer complaint trends to the Sales & CS Manager.
• Proactively propose and implement process improvements between CS, Sales, Production, and clients to boost efficiency and minimize errors.