Job Description

The Customer Support Representative Supervisor oversees factory service operations and ensures superior response times to customer inquiries. This role requires coordination across service processes and customer-facing activities, including Return Merchandise Authorizations (RMAs), service pricing, and intercompany logistics. The supervisor supports the Americas service team, participates in global service reviews, and maintains proactive communication with customers and internal teams.

RESPONSIBILITIES:

  • Supervise and support the Americas service team.

  • Participate in Global Service meetings (monthly / quarterly reviews).

  • Manage intercompany logistics for RMAs.

  • Deliver high-standard customer service and ensure accuracy in submitted purchase orders (POs).

  • Manage full RMA lifecycle: create RMA, quote service, obtain PO, create service/sales order, prepare delivery notes, set invoicing.

  • Maintain proactive ...

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