Customer Service Supervisor

About the role

We are seeking a Customer Service Supervisor to lead a team of 10‑12 professionals in a fast‑paced environment supporting our Sales organization. The role focuses on delivering operational excellence across the order‑to‑fulfilment process while ensuring high levels of customer satisfaction.

Key responsibilities

• Lead, coach and develop a team of customer service agents, setting clear goals and providing ongoing feedback.
• Drive operational excellence in order‑to‑fulfilment, overseeing sales support administration, order management and logistics coordination.
• Monitor and improve contact‑center metrics such as service level, speed to answer, call abandonment rate, schedule adherence and productivity.
• Partner with Sales, Logistics and other stakeholders to ensure seamless execution of customer service activities.
• Analyze operational data, identify trends and implement performance‑improvement initiatives.
• Communicate performance results and strategic insights to senior leadership.

Required profile

• Bachelor’s degree in Business Administration, Operations, Supply Chain, Logistics or a related field.
• Minimum 3 years of direct people‑management experience supervising teams of 10 or more.
• Proven track record of managing customer service or operational performance through KPIs and service metrics.

Required skills