Customer Operations Supervisor

Help grow a safer, cleaner, healthier future for everyone, every day.

Join us at HWM Global Ltd, a Halma operating Company, where we innovate to keep critical resources flowing.

Main Tasks:

Team Management & Leadership:

• Supervise and support a team of Customer Operations Administrators across multiple regions and service lines.
• Monitor daily performance to ensure timely and accurate order processing, invoicing, and customer communication.
• Conduct regular team meetings and 1:1s to maintain alignment and engagement.
• Provide hands-on assistance with operational tasks during peak periods or staff shortages.
• May be assigned responsibility for managing operations within a specific region.

Operational Oversight

• Oversee the accurate and consistent execution of order management, invoicing, RMA processing, logistics coordination, and documentation.
• Act as the escalation point for complex or high-impact customer issues, ensuring swift and effective resolution.
• Monitor service levels and KPIs to maintain operational standards.

Order Processing and Invoicing:

• Ensure timely and accurate processing of customer orders across all regions.
• Oversee invoicing activities to maintain compliance and accuracy.
• Coordinate with Finance to resolve any billing or payment discrepancies.

Cross-Functional Collaboration:

• Liaise with Sales, Planning, Production, Supply Chain, and Finance to ensure seamless order-to-delivery and service processes.
• Communicate effectively with internal teams to resolve operational issues promptly.

Reporting & Documentation:

• Oversee the accuracy and completeness of customer and internal reports.
• Ensure systems are updated in real-time and documentation is maintained in line with audit requirements.

Compliance:

• Ensure adherence to company policies, GDPR, export/import regulations, and health & safety standards.
• Maintain accurate records and documentation for audits and internal reviews.

All employees have a legal duty to take reasonable care for the health & safety of themselves and others who may be affected by their acts or omissions at work, and to observe and follow the relevant systems, rules, and methods of working.

Person Specification:

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Highly organised with a proactive, solution-focused mindset.
• Able to manage multiple priorities in a fast-paced environment.
• Customer-focused with a commitment to continuous improvement.

Qualifications/Training:

• Strong administration background.
• Familiarity with Microsoft suite.
• Excellent communication skills, both verbal and written.
• Analytical thinking and problem-solving ability.
• Knowledge of import/export processes is an advantage.

The responsibilities outlined above are not comprehensive, and you may be required to undertake additional duties as your role evolves in accordance with the Company’s business objectives.

Not the right fit?  Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!