Job Summary

• The Customer Service Supervisor will be responsible for overseeing the daily customer support operations of the company.Â
• This role requires a dynamic leader and a professional who is responsible for developing a positive customer experience and fostering healthy working relationships who can optimize processes, manage staff, and ensure timely delivery of products and services.
• The Customer Service Supervisor will also ensure customer satisfaction, compliance with statutory regulations, and smooth coordination between internal and external stakeholders.

Responsibilities
Strategy:

• Recommend strategies and advise the CEO on issues that pertain to customer satisfaction and development of the company.
• Actively pursue the company’s strategic and operational objectives.
• Work closely with the management team to developlong-term operational strategies aimed at efficient customer satisfaction, and profitability.
• Sustaining business growth and profitability by maximizing the company’s value.
• Supporting customers as they transition from sales prospects, building close relationships that often lastÂ
• Analyzing customer data to improve customer experience and retention.
• Holding product demonstrations for customers.

Operations:

• Oversee the customer service team to ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step.Â
• Ensure operational activities remain on time and within a defined budget.Â
• Oversee products logistics schedules to meet client demandsÂ
• Collaborate with the operations for timely productionÂ
• Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries.Â
• Implement data collection methods for operational metrics, aiming to reduce errors and increase customer service excellence.Â
• Develop, review, and improve the customer service processes, policies and procedures to enhance overall business performance.Â
• Supervise the customer service team and collaborate to improve tools and systems for increased business efficiency.Â
• Maintain constant communication with management, staff, and external stakeholders.Â
• Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development.

Customer service and Delivery:

• Oversee the order fulfilment process to ensure that orders are accurately processed and dispatched on time.Â
• Ensure the customer service team responds to emails, calls, and inquiries promptly and efficiently, with a customer-first mindset.
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction.Â
• Manage relationships with delivery drivers and set clear expectations for delivery timelines.Â
• Ensure the effective allocation of the Customer Service personnel to meet daily operational requirements.

Reporting:

• Track and review the Customer database and key performance indicators for the team.Â
• Compile and present monthly reports on key operations such as production, deliveries and customer service performance.Â
• Regularly review reports from production, events, and customer service teams to ensure alignment with company goals.

Compliance:

• Ensure the company’s activities comply with legal, regulatory, and financial directives.
• Monitor adherence to human resource and safety compliance standards.
• Maintain compliance with all company policies and procedures, including data security and customer privacy protocols.
• Perform all other operations and organisational-related duties as assigned.

Skills
Technical skills:

• Strong business acumen and knowledge of customer support and operational processes.
• Proficiency in customer relationship management (CRM) tools and reporting.
• Experience in using performance metrics to assess operational efficiency.
• Strong knowledge of inventory management, supply chain, and logistics.
• Ability to create and manage budgets effectively.

Soft Skills:

• Leadership abilities with a hands-on approach to problem-solving.
• Excellent communication skills, both written and verbal.
• Exceptional organizational skills with strong attention to detail.
• Strong analytical thinking and problem-solving capabilities.
• Proven ability to manage time effectively, meet deadlines, and handle stressful situations.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.

Requirements

• B.Sc. / M.Sc. Degree in a Business-related field.
• Master’s Degree in Business Administration (MBA) is an added advantage.
• Minimum of 4 years of relevant experience in Customer Service management, preferably in retail or food manufacturing.
• Experience in managing customer service teams and logistics operations is compulsory.
• Good knowledge of CRM.