Customer Service Supervisor
Job Description
Customer Service Supervisor (Consumer)
To supervise the daily customer service and order-management activities, ensuring accurate and timely order processing, effective team allocation, issue resolution and coordination with Sales, Finance, Warehouse and Transport teams
Key Responsibilities
- Supervise the daily activities and workload allocation of the customer service team.
- Ensure customer orders are processed accurately within the agreed cut-off time and delivery schedule.
- Monitor manual and automated order bookings, pending orders, backlog and credit-hold cases.
- Validate LPO details, pricing, UOM, barcodes, delivery dates and customer information before order processing.
- Coordinate with Warehouse and Transport teams regarding picking, dispatch, delivery and rejection issues.
- Monitor daily log-off reports, dashboards and team productivity.
- Review repeated order errors and take corrective action with the responsible team member.
- Handle escalated customer and sales-team queries professionally and within the agreed timeline.
- Ensure compliance with company SOPs, audit requirements and approval processes.
- Train, coach and support team members to improve accuracy and productivity.
- Provide daily and weekly performance updates to the Customer Service Manager.
- Support process improvement, automation and master-data-cleaning initiatives
- Conduct regular meetings with internal stakeholders, including Sales, Finance, Warehouse, Transport and Commercial teams, to review operational issues and pending actions
- Prepare meeting agendas, minutes of meetings and action trackers, ensuring all agreed actions are followed up and closed on time.
- Prepare and submit daily, weekly and monthly operational reports covering order volumes, backlog.
Experience, Qualifications and skills:
Good written and verbal communication skills in English.
Bachelor’s degree or equivalent qualification.
4–6 years of experience in customer service or order management.
2-3 years of supervisory or team-lead experience.
Experience in FMCG, distribution, retail or supply-chain operations is preferred.
Working knowledge of Oracle ERP or a similar order-management system.
Strong Excel, reporting and data-analysis skills.
