Customer Service Supervisor

Job Summary

We are looking for a motivated and experienced Customer Service Supervisor to lead a team of customer service specialists and ensure excellent customer experience across all interactions.

This role requires a proactive, problem-solving mindset and a high level of customer engagement.

The supervisor acts as operational and people leadership bridge between frontline customer service specialists and management, ensuring consistent customer service delivery and operational performance, stakeholder management, team engagement, and continuous improvement aligned with business objectives.

Principal Duties And Responsibilities

• Supervise Customer Service activities of up to 5 team members
• Direct and motivate Customer Service Specialists in performance management and personal development.
• Operational activities i.e. involved in the day-to-day processing of quotations and orders
• Manage priorities and work of the team to ensure effective operational performance and committed customer service KPIs are met or exceeded
• Support development and implementation of policies and procedures to drive positive changes
• Drive continuous improvement of operational and system efficiencies
• Ensure the integrity and timely delivery of all internal and external reporting, both scheduled and ad-hoc requests
• Major participator to arrange backlog review, order intake summary, order status review
• Be the 1st level escalation point for complaints and other requests
• Implement customer service strategies to enhance customer satisfaction and loyalty
• Analyse customer feedback and data to identify trends and areas for improvement in products, services, and processes
• Collaborate closely with Sales, Finance, and other internal stakeholders to proactively resolve constraints or blocks impacting timely order fulfilment
• Ensure that the team is up to date with company policies, procedures, and product/service offerings.

Knowledge, Skills & Abilities

• Proven experience in customer service or supervisor role, with a strong understanding of customer service processes
• End‑to‑end understanding of the Quote‑to‑Cash and Order Management lifecycle, with the ability to evaluate and anticipate the downstream impact of operational decisions on financial, customer, and fulfilment outcomes
• Understanding of currency exchange rates and their impact on AR transactional activities
• Commercial awareness
• Strong analytical skills
• Ability to manage complex and escalated customer issues with a strong customer-centric mindset, applying professional judgement, empathy, and solution‑oriented problem‑solving to maintain customer confidence and satisfaction
• Structured, organized, and able to prioritize in a fast-paced environment
• Exceptional attention to detail, accuracy, and professionalism.
• Drive process improvements to enhance efficiency and customer experience

Education And Experience

• Bachelor's degree or minimum of 5 years of related experience in customer service
• Proficiency in English, other languages are a plus
• Proficiency in MS Office: Word, Excel, PowerPoint
• Experience with CRM systems (e.g., C4C)
• Experience with ERP systems (e.g., SAP)
• Experience working with KPIs, dashboards, and performance reporting
• Ability to quickly develop proficiency in new programs