Customer Care Supervisor (Night Shift)

About the role

We are looking for a passionate leader to deliver exceptional customer experiences in a fast‑paced, high‑performance environment. The Customer Care Supervisor manages day‑to‑day activities of the MISUMI Americas Customer Care team, ensuring KPIs are met and internal and external customer needs are exceeded.

Key responsibilities

• Supervise a team of 8–15+ Customer Care Specialists, ensuring daily tasks are completed within SLA timeframes.
• Provide first‑line escalation support for complex issues, difficult customer situations, and cross‑functional blockers.
• Develop and communicate individual goals, deliver weekly performance scorecards, and conduct coaching sessions.
• Partner with CS Planning and leadership to collect data, generate reports, and drive process improvements.
• Maintain a positive, customer‑centric culture, focusing on employee development, low attrition, and high morale.

Required profile

• B.S. degree in Business Administration, Commerce, Engineering or related field.
• 8+ years of experience in customer service, order management or a similar environment.
• 3+ years of experience leading or supervising a team of customer service representatives.
• Outstanding problem‑solving, critical‑thinking, and conflict‑resolution skills.

Required skills

• Proficiency with CRM, ERP and case‑management systems.
• Advanced use of MS Office applications (Outlook, Word, PowerPoint, Excel).
• Experience with data reporting and visualization tools such as Power BI, Tableau and Sigma.