This position is responsible for supporting operations of the SPL EMEA team from process standpoint. 

Team provides 24 X 7 support for multiple internal and customer support channels providing order fulfillment. This includes coordinating transportation of real-time inventory through multiple organizations and courier networks, investigating service issues, and resolving customer inquiries. 

The Process Supervisor provides this critical layer of control by overseeing process adherence, ensuring correct task execution, managing workflow distribution, and supporting continuous optimization efforts. 

The Process Supervisor will be responsible for monitoring process compliance, validating data and transaction accuracy, performing quality checks, coordinating daily task assignments, identifying process gaps, and implementing corrective actions. This role will also partner closely with the Operations Supervisor and Team Leader to ensure that operational tasks are performed consistently and in accordance with standard operating procedures (SOPs), KPIs, and customer requirements. 

Key Responsibilities: 

• Work closely with SPL EMEA Process Owners  

• Monitor and improve SLA, KPI, and performance metrics (e.g., response time, resolution time, service quality) 

• Identify bottlenecks, inefficiencies, and opportunities for automation or process enhancement. 

• Participate in or lead improvement initiatives, Kaizen sessions, and root cause analysis. 

• Collaborate with cross‑functional teams to refine procedures and drive better outcomes. 

• Oversee investigation and resolution of service disruptions, shipment delays, and fulfillment issues 

• Drive process improvements to increase efficiency, accuracy, and customer satisfaction 

• Ensure the team adapts effectively to changing business and customer requirements 

Qualifications: 

• Proven experience working in environments with a strong emphasis on efficiency, organization, and task management (UPS experience preferred) 

• Fluent in English with excellent verbal and written communication skills  

• Knowledge of shipping and logistics solutions, and a solution-oriented mindset 

• Highly organized, detail-oriented, and able to supervise multiple tasks in a project-driven environment 

• Quick learner with strong follow-through and problem-solving skills 

• Strong collaboration skills and ability to work effectively with internal partners across functions 

• Experience using customer success platforms (e.g., Salesforce) and making data-driven decisions 

• Bachelor’s degree preferred; relevant experience may substitute 

• Experience supervising others - Preferred  

• Experience using Microsoft Office Suite or similar software - Preferred