Customer Service Supervisor

About the role

We are looking for a Customer Service Supervisor to lead a team of 6‑10 representatives. The role involves planning, directing and coordinating customer service activities while ensuring high satisfaction and continuous improvement.

Key responsibilities

• Set clear objectives, monitor team performance and foster engagement.
• Track and improve customer service KPIs, creating action plans to exceed targets.
• Oversee daily CSR activities, including order status, product availability and financial close processes.
• Maintain professional communication with internal teams, customers, sales managers and logistics.
• Resolve delivery issues, manage difficult customers and handle complaints promptly.
• Utilise SAP effectively and understand its impact on related systems.
• Provide accurate pricing, availability and scheduling information.
• Support master data accuracy, pricing roles and audit requirements.
• Assist and back‑up customer service representatives as needed.

Required profile

• University degree.
• Minimum 5 years of experience in a reputable organization, preferably in customer service.
• Excellent communication and problem‑solving abilities.
• Ability to work under pressure and meet tight deadlines.
• Proficiency with MS reporting tools such as Excel and PowerPoint.

Required skills

• SAP
• Microsoft Excel
• Microsoft PowerPoint