Customer Service Supervisor

About the role

We are seeking a Customer Service Supervisor to lead and develop the Bulgarian Customer Service team. You will work closely with the Commercial Unit Customer Service leader and the local CS representatives to ensure high customer satisfaction and operational efficiency.

Key responsibilities

• Drive operational effectiveness through continuous process improvement and training (rebates, invoicing, consignment, etc.).
• Assist CS representatives with tool usage, resolve concerns, and provide day‑to‑day support.
• Identify improvement opportunities, create action plans, and foster a culture of continuous improvement.
• Coach CSRs to deliver excellent service and meet company service goals.
• Evaluate and implement new support tools and proactive support approaches.
• Manage processes, support systems, reporting, and cross‑functional collaboration with supply chain, logistics, credit, and HR.
• Initiate and facilitate process‑improvement projects and experiment with new support methods.

Required profile

• Strong customer service experience (preferred).
• Very strong coaching and people‑development skills.
• Self‑starter motivated to take on undefined challenges.

Required skills