Customer Services Supervisor in Ukraine

Customer Services Supervisor in Ukraine

About the role:

As a Customer Service Supervisor, you will manage a team of seven passionate representatives, ensuring they deliver exceptional service and support to our Distributors (Members). Your role will focus on leading and developing the team through coaching, training, and continuous feedback to enhance both performance and engagement. A key part of your responsibility will be maintaining a customer-centric approach, ensuring the highest service standards. 

You will oversee critical service metrics, such as response times, order processing accuracy, and first-call resolution rates, while also acting as the first point of escalation for complex Distributor queries, providing guidance and support to your team. Collaboration with internal stakeholders will be essential to streamline processes, improve efficiency, and align with sales and marketing initiatives. Additionally, you will drive team motivation, professionalism, and succession planning, fostering an environment that supports career growth and development.

This position requires strong leadership, a proactive mindset, and a passion for delivering outstanding customer experiences

In this role, you will: 

Team Leadership & Development

• Manage and support a team of seven representatives, ensuring they are equipped to handle Member interactions effectively.
• Conduct regular one-on-one meetings, coaching sessions, and training programs to strengthen skills and knowledge.
• Foster a high-performance culture by tracking team motivation, professionalism, and career development.
• Act as the first point of escalation for complex queries, ensuring timely and effective resolution while maintaining a customer-centric approach.

Customer Experience & Service Excellence

• Ensure the highest levels of service across all communication channels, aligning with company standards for Member satisfaction.
• Lead engagement initiatives related to Member coaching and education through walk-in support, inbound/outbound interactions, and digital channels.
• Provide guidance and training to Members, supporting their business growth and understanding of sales and marketing initiatives.
• Ensure all updates, materials, and process changes are effectively communicated to the team.
• Represent the company at Member meetings, sales events, and distributor field visits, offering direct support and insights.

Operational Efficiency & Process Improvement

• Oversee daily operations, ensuring Member queries are handled promptly and accurately in line with service level agreements.
• Plan and manage team schedules, optimizing resource allocation to maintain service efficiency.
• Ensure all representatives adhere to operational disciplines, including log-in procedures, adherence tracking, and performance benchmarks.
• Monitor key metrics such as service levels, first-call resolution, and order processing accuracy, proactively identifying areas for improvement.
• Support the implementation of new technologies and process enhancements, ensuring smooth adoption through training and guidance.

Collaboration & Stakeholder Engagement

• Work cross-functionally with Sales, Marketing, and Product teams to align customer service efforts with broader business objectives.
• Ensure seamless internal communication and coordination to enhance service consistency and effectiveness.
• Assist with budgeting, hiring, reporting, and recognition programs to drive team growth and success.
• Support Member Satisfaction Surveys and Staff Feedback initiatives, ensuring continuous improvement based on insights.

Our requirements:

We are looking for a candidate with proven experience in leading teams, a strong background in customer service, and advanced proficiency in Excel and PowerPoint.

• Minimum 3 years of experience in a customer service environment, preferably within an international setting.
• Demonstrated track record of exceptional customer care and handling direct customer interactions and complaint management.
• Experience in supervising teams within a Contact Center or similar customer-focused environment.
• Strong leadership skills with the ability to adapt leadership styles to create change and drive team development.
• Excellent MS Office skills, particularly Excel and PowerPoint.
• Full proficiency in English.
• Highly organized, self-motivated, and able to prioritize multiple tasks efficiently.
• Readiness to attend up to four events per year, both domestically and internationally.
• Readiness to work from the office - 3 days per week.
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What we offer:

• International environment.
• Annual bonus on company discretion.
• Attractive salary, bonuses and benefits package.
• Unlimited access to company products in the kitchen to prepare your favorite shake.
• Up to 50% discount to purchase company products.
• Personal development opportunities and free access to online training environments such as LinkedIn Learning.
• Chance to share your ideas and continuously improve our processes.
• Service awards – lunch with your team members.
• Opportunity to build up your expertise through coaching, soft skills and training sessions.

Who we are:

Herbalife Nutrition is a global company that has been changing people's lives with great nutrition products and a proven business opportunity for its independent distributors since 1980. The Company offers high-quality, science-backed products, sold in over 90 countries by entrepreneurial distributors who provide one-on-one coaching and a supportive community that inspires their customers to embrace a healthier, more active lifestyle.

Through the Company’s global campaign to eradicate hunger, Herbalife Nutrition is also committed to bringing nutrition and education to communities around the world.

For more information, please visit https://iamherbalifenutrition.com/. 

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