Customer Care Supervisor

Position Purpose

Coordinate and supervise the daily operations of the Customer Service department, ensuring compliance with customer requirements, effective management of operational information, and execution of processes in accordance with the organization's quality, safety, and productivity standards.

Key Responsibilities
Serve as the primary liaison between internal and external customers to ensure operational continuity and daily productivity.
Plan vehicle dispatching and yard management activities in collaboration with the Operations team.
Supervise the analysis and execution of customer operating instructions.
Assign and coordinate daily activities for the work team.
Validate the accuracy of information generated and received by the team.
Identify and implement process improvement opportunities to enhance productivity and strengthen operational safety.
Plan and coordinate employee training according to assigned responsibilities.
Develop action plans that promote teamwork and achievement of operational objectives.
Ensure compliance with ISO and WOW process requirements and performance indicators.
Participate in internal and external ISO and WOW audits.
Develop, maintain, and update ISO procedures and Standard Operating Procedures (SOPs) for the assigned area.
Prepare monthly performance dashboards and operational reports.
Ensure the timely submission of operational reports.
Follow up with customers to ensure compliance with operational agreements and instructions.
Promote employee development through training initiatives that enhance skills and competencies.
Manage employee work schedules and staffing plans.
Delegate responsibilities and monitor team performance.
Participate in daily start-up meetings with customers and operational teams.
Monitor daily employee attendance using the Kronos system.
Ensure compliance with Workday processes and organizational requirements.

Required Profile

Education
Bachelor's degree in Business Administration, Engineering, Supply Chain, Logistics, or a related field, completed with a professional degree.

Experience
Minimum of three years of experience in automotive logistics, supply chain management, inventory control, customer service, resource management, results-driven planning, and traffic and customs operations.
Proven experience supervising and leading work teams.

Knowledge
Microsoft Office 365.
Administrative systems and information technology tools.
Quality Management Systems and Continuous Improvement methodologies.

Language
Intermediate to advanced English with the ability to maintain business conversations.

Availability
Availability to travel.

Who We Are

At Wallenius Wilhelmsen, you'll join a global leader in shipping and logistics with more than 9,000 colleagues across 28 countries. Together, we help move vehicles, equipment, and goods around the world through innovative and sustainable solutions. Our ambition is to lead the way in transforming shipping and logistics.

Our success is built on our people. Rooted in a strong safety culture and guided by our values – We Care, We Challenge, We Commit – we create an environment where people can grow, contribute, and perform at their best. As a global company listed on the Oslo Stock Exchange, we offer international opportunities within a collaborative and values-driven culture.

Our Commitment to Equal Opportunities and an Inclusive Workplace

At Wallenius Wilhelmsen, our people are fundamental to our success. We believe in the power of bringing people together and value the unique experiences, skills, and perspectives every individual brings. These differences strengthen our ability to support our customers, drive innovation, and succeed as a global organisation. By fostering an inclusive culture where everyone feels valued and empowered to contribute, we create better outcomes for our people, our customers, and our business.