Customer Care Supervisor

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full range of reliable and innovative inkjet, thermal transfer, laser, print and label application systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The Role

The Customer Care Supervisor is responsible for Printer order, and Service Contract conversions. Also overseeing CRM enhancing operational efficiency, and ensuring optimal customer satisfaction. This role involves managing CRM processes, ensuring effective service contract management, and driving improvements in operational workflows.

What you will do:

1. CRM & Service contract conversion

• Lead and manage the conversion of CRM data into actionable service contracts and orders.
• Oversee the transition from CPQ (Configure, Price, Quote) quotes to SAP orders, ensuring accuracy in order entry and billing processes.
• Monitor and optimize the service contract lifecycle from initial creation to final billing, ensuring all contractual obligations are met.
• Collaborate with sales and service teams to ensure alignment between customer requirements and service contract terms.
• Handle vendor master data and office administration as per assigned.

2. Operational efficiency

• Assist the Customer Care Manager in improving daily operations, including process improvements and reducing redundant tasks.
• To provide guidance/ coaching to team as SAP and SF super users roll.
• Coordinate with cross-functional teams to resolve operational issues and enhance overall service delivery.

What you need to have:

• Bachelor’s Degree in Business Administration, Supply Chain Management discipline or equivalent years of practical relevant experience.
• Proven minimum 6 years of experience in a customer care or related role, preferably in OEM environment.
• Excellent communication skills, both verbal and written.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in CRM systems (e.g., Salesforce), ERP software (e.g., SAP) and MS office
• Proven track record of managing customer service operations and driving process improvements.
• Strong problem-solving and critical thinking abilities. 
• Dynamic team player and high agility.

Work Arrangement : Hybrid  

Salary Range :    -   

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Job Function : Customer Service