Customer Service Supervisor

About the role

3M Global Business Services is seeking a Customer Service Supervisor to lead and improve customer service operations for B2B clients across international markets. The role focuses on the Order‑to‑Cash journey, ensuring high‑quality support, operational efficiency and strong cross‑functional collaboration.

Key responsibilities

• Provide leadership and decision‑making to enhance operational effectiveness and support departmental programs.
• Supervise the Customer Service team, assign tasks, deliver performance feedback and ensure accountability.
• Develop and implement process improvements, manage change initiatives and report key milestones.
• Lead projects aligned with business strategies, assemble project teams and meet objectives and deadlines.
• Collaborate with Supply Chain, Logistics, Sales and Customer Operations to remove service barriers and improve flow.
• Identify opportunities to increase service capacity, enhance customer experience and achieve operational excellence.
• Support talent development programmes and contribute to Health‑of‑Organisation activities.

Required profile

• Minimum 5 years of experience in customer service or related operations.
• At least 3 years in a leadership or supervisory role.
• Proven ability to engage, influence and coach teams.
• Strong analytical mindset with a focus on continuous improvement.

Required skills