Customer Service Supervisor

Position Overview

We seek a dedicated Customer Service Supervisor to oversee the daily functions of customer service and order management, ensuring orders are processed with accuracy and timeliness. The role requires coordinating with multiple departments including Sales, Finance, Warehouse, and Transport to maintain smooth operations and resolve any arising issues.

Key Duties

• Manage and distribute workload among the customer service team on a daily basis.
• Oversee the precise processing of customer orders within established cut-off times and delivery schedules.
• Track and review manual and automated orders, pending transactions, backlogs, and credit-held situations.
• Verify all aspects of orders including LPO details, pricing, units of measure, barcodes, delivery dates, and customer data prior to order acceptance.
• Collaborate with Warehouse and Transport teams to address picking, dispatch, delivery, and any order rejection matters.
• Supervise daily reports, dashboards, and team productivity metrics.
• Analyze recurring order mistakes and implement corrective measures with the involved personnel.
• Manage escalations from customers and sales teams professionally within agreed timelines.
• Maintain adherence to company standard operating procedures, audit requirements, and approval workflows.
• Deliver coaching and training to enhance team accuracy and productivity.
• Provide regular performance reports to the Customer Service Manager on a daily and weekly basis.
• Contribute to initiatives aimed at process enhancements, automation, and master data maintenance.
• Organize frequent meetings with internal teams including Sales, Finance, Warehouse, Transport, and Commercial departments to address operational challenges and pending tasks.
• Prepare agendas, meeting minutes, and action trackers, ensuring follow-through and timely resolution of all agreed actions.
• Generate and submit daily, weekly, and monthly operational reports detailing order volumes and backlogs.

Requirements and Qualifications

• A Bachelor's degree or equivalent qualification.
• Between 4 to 6 years of experience in customer service or order management roles.
• 2 to 3 years of experience in supervisory or team leadership positions.
• Preferably, experience within FMCG, distribution, retail, or supply chain sectors.
• Familiarity with Oracle ERP or comparable order-management software.
• Proficient skills in Microsoft Excel, reporting, and data analysis.
• Strong written and verbal communication skills in English.