customer service supervisor

JobTitle : CustomerServiceSupervisor

Department: Operations

Location: Lagos,Nigeria

Overview

TheCustomerServiceSupervisorwillberesponsibleforoverseeing

thedailycustomersupportoperationsofthecompany.Thisrole

requiresadynamicleaderandaprofessionalwhoisresponsiblefor

developingapositivecustomerexperienceandfosteringhealthy

workingrelationships.whocanoptimizeprocesses,managestaff,

andensuretimelydeliveryofproductsandservices.

TheCustomerServiceSupervisorwillalsoensurecustomer

satisfaction,compliancewithstatutoryregulations,andsmooth

coordinationbetweeninternalandexternalstakeholders.

KEYRESPONSIBILITIES

STRATEGY

● RecommendstrategiesandadvisetheCEOonissuesthatpertaintocustomer

satisfactionanddevelopmentofthecompany.

● Activelypursuethecompanysstrategicandoperationalobjectives.

● Workcloselywiththemanagementteamtodeveloplong-termoperational

strategiesaimedatefficientcustomersatisfaction,andprofitability.

● Sustainingbusinessgrowthandprofitabilitybymaximizingthecompanysvalue.

● Supportingcustomersastheytransitionfromsalesprospects,buildingclose

relationshipsthatoftenlast

● Analyzingcustomerdatatoimprovecustomerexperienceandretention.

● Holdingproductdemonstrationsforcustomers.

OPERATIONS

● Overseethecustomerserviceteamtoensuretimelyresponsestocustomer

inquiriesandcomplaints,ensuringcustomersatisfactionateverystep.

● Ensureoperationalactivitiesremainontimeandwithinadefinedbudget.

● Overseeproductslogisticsschedulestomeetclientdemands

● Collaboratewiththeoperationsfortimelyproduction

● Managedelivery schedules, coordinating with drivers and logistics partners to

ensure on-time, efficient deliveries.

● Implementdatacollection methods for operational metrics, aiming to reduce

errors and increase customer service excellence.

● Develop, review, and improve the customer service processes, policies and

procedures to enhance overall business performance.

● Supervise the customer service team and collaborate to improve tools and

systems for increased business efficiency.

● Maintain constant communication with management, staff, and external

stakeholders.

● WorkwithHRandAdminteamstoensureperiodic performance appraisals and

continuous staff development.

CUSTOMERSERVICEANDDELIVERY

● Overseetheorder fulfilment process to ensure that orders are accurately

processed and dispatched on time.

● Ensurethecustomer service team responds to emails, calls, and inquiries

promptly and efficiently, with a customer-first mindset.

● Addressanycustomer complaints or issues directly, ensuring problems are

resolved swiftly and to the customers satisfaction.

● Managerelationships with delivery drivers and set clear expectations for delivery

timelines.

● Ensuretheeffective allocation of the Customer Service personnel to meet daily

operational requirements.

REPORTING

● Trackandreview the Customer database and key performance indicators for the

team.

● Compileandpresent monthly reports on key operations such as production,

deliveries and customer service performance.

● Regularly review reports from production, events, and customer service teams to

ensure alignment with company goals.

COMPLIANCE

● Ensurethecompanys activities comply with legal, regulatory, and financial

directives.

● Monitoradherencetohumanresourceandsafetycompliancestandards.

● Maintaincompliancewithallcompanypoliciesandprocedures,includingdata

securityandcustomerprivacyprotocols.

Performallotheroperationsandorganisationalrelateddutiesasassigned.

SKILLS

TECHNICALSKILLS

● Strongbusinessacumenandknowledgeofcustomersupportandoperational

processes.

● Proficiencyincustomerrelationshipmanagement(CRM)toolsandreporting.

● Experienceinusingperformancemetricstoassessoperationalefficiency.

● Strongknowledgeofinventorymanagement,supplychain,andlogistics.

● Abilitytocreateandmanagebudgetseffectively.

SOFTSKILLS

● Leadershipabilitieswithahands-onapproachtoproblem-solving.

● Excellentcommunicationskills,bothwrittenandverbal.

● Exceptionalorganizationalskillswithstrongattentiontodetail.

● Stronganalyticalthinkingandproblem-solvingcapabilities.

● Provenabilitytomanagetimeeffectively,meetdeadlines,andhandlestressful

situations.

● Abilitytomultitaskandprioritizeresponsibilitiesinafast-pacedenvironment.

EDUCATIONANDEXPERIENCE

● B.Sc./M.Sc.inabusiness-relatedfield.

● MastersdegreeinBusinessAdministration(MBA)isanaddedadvantage.

● Minimumof 4years of relevant experience inCustomer Servicemanagement,

preferablyinretailorfoodmanufacturing.

● Experience inmanaging customer service teams and logistics operations is

compulsory.

● GoodknowledgeofCRM

Job Type: Full-time

Pay: ₦250,000.00 - ₦300,000.00 per month

Information :

• Company : ELVARIDAH
• Position : customer service supervisor
• Location : Lagos
• Country : NG