Supervisor Customer Service

Sr Supervisor Customer Service

At Philip Morris International (PMI), we're transforming our business to deliver a smoke-free future. This position sits with our Swedish Match affiliate.

The Sr. Supervisor Customer Service leads Customer Service, ensuring smooth order-to-cash processes, data integrity, and service. This leader drives excellence across order management, invoicing, customer support, and systems while improving processes, team performance, and customer experience.

Your day to day:

• Lead Customer Service operations, including order entry, invoicing, EDI, Vendor Managed Inventory, inquiries, and returns, ensuring accurate, timely service.
• Maintain operations across order exceptions, system validation, and close activities; resolve issues and drive continuous improvement.
• Partner with Master Data to ensure accurate customer accounts, product data, pricing, ERP information, regulatory compliance, and internal controls.
• Improve Vendor Managed Inventory and other service models to enhance customer value and reliable supply performance.
• Partner with Sales, Trade Marketing, Logistics, Finance, and IT to resolve challenges and deliver a seamless customer experience.
• Coach and develop a high-performing team, promoting ownership, resilience, accountability, and continuous learning.
• Use customer feedback, service metrics, surveys, inventory, order trends, and operational data to improve service and inform Sales leadership.
• Evaluate processes, systems, and workflows to reduce costs and inefficiencies while improving scalability and performance.
• Set expectations, conduct reviews, and hold the team accountable for results.
• Ensure activities follow established procedures. Partner with internal controls and external auditors to document and validate SOX compliance.
• Collaborate with IT to test and validate ERP and support-system upgrades.

Who we're looking for:

• 5+ years of Customer Service experience.
• Experience working with Sales, Marketing, Logistics, and Accounts Receivable.
• Experience with ERP/order management systems, inventory processes, and customer data.
• Ability to inspire teams, lead through change, navigate ambiguity, drive accountability, and continuously improve.
• Strong problem-solving, data-based decision-making, partnership, and stakeholder communication skills.
• Customer-focused approach and commitment to exceptional service.
• Microsoft tools experience.
• Fully authorized to work in the US without current or future sponsorship.

Annual Base Salary Range: $88,000 - $110,000

What we offer:

• Competitive salary, annual bonus based on level, medical, dental and vision coverage, 401(k) company match, wellness and commuter benefits, pet insurance, generous PTO, and more.
• Smart Work, a hybrid model promoting workplace flexibility.
• Freedom to grow within a global business and an inclusive, diverse culture where contributions are respected.
• The opportunity to deliver our promise to society: improving the lives of millions of smokers.
• Philip Morris International Inc.'s U.S. businesses are invested in America's future and advancing a smoke-free nation. The businesses are committed to providing the approximately 25 million legal-age consumers who smoke cigarettes with better, smoke-free alternatives and to ensuring the products are marketed responsibly. From PMI's global headquarters in Stamford, CT, and other locations nationwide, PMI U.S. contributes leadership, jobs, investment, and innovation in the U.S. The U.S. businesses employ more than 3,000 people across America and operate product manufacturing facilities.