Customer Service Supervisor

About the role

We are seeking a Customer Service Supervisor to lead a team of 10‑12 representatives in a fast‑paced environment that supports our sales organization. The role focuses on managing the order‑to‑fulfilment cycle, maintaining service levels and driving continuous improvement.

Key responsibilities

• Lead, coach and develop a team of 10‑12 customer service representatives.
• Monitor and improve contact‑center KPIs such as phone abandonment, speed‑to‑answer, schedule adherence and login time.
• Oversee sales support administration, logistics coordination, key account management and escalation handling.
• Set individual and team goals, create IDPs and provide regular performance feedback.
• Analyse performance data and produce reports for senior leadership.
• Identify and implement process, policy and training enhancements.

Required profile

• Minimum 3 years of experience directly supervising customer service or operations teams of 10 or more.
• Proven track record of managing contact‑center KPIs.
• Hands‑on experience with the order‑to‑fulfilment cycle, including sales support and logistics.
• Strong analytical skills and ability to use data for decision‑making.

Required skills

• Proficiency in Microsoft Excel.
• Experience with Oracle, SAP or similar web‑based order management and call‑center systems.