Customer Service Supervisor

About the role

We are seeking a Customer Service Supervisor to lead a team of 10‑12 service professionals in a fast‑paced, global healthcare environment. You will be responsible for driving 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.
• Monitor performance, set goals, and provide continuous feedback.
• Manage order management, logistics coordination, key‑account support and escalation resolution.
• Maintain and improve contact‑center metrics such as service level, speed to answer, call abandonment, schedule adherence and productivity.
• Partner with Sales, Logistics and other stakeholders to ensure seamless execution of customer‑service activities.
• Analyse operational data to identify trends, drive improvements and support decision‑making.
• Communicate performance results and strategic initiatives to 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 + employees.
• Proven ability to manage customer‑service performance through KPIs and service metrics.
• Strong understanding of the order‑to‑fulfilment process.

Required skills