Customer Service Supervisor

Your Role

As a Customer Service Supervisor, you will:

• Lead, coach, and develop a team of 10 to 12 customer service professionals in a fast-paced environment supporting the Sales organization.
• Drive operational excellence across the order-to-fulfillment process, ensuring service quality, efficiency, and customer satisfaction.
• Monitor team performance, establish clear goals, and provide ongoing coaching, feedback, and development opportunities.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Partner with Sales, Logistics, and other key stakeholders to ensure seamless execution of customer service activities.
• Oversee sales support administration, order management, logistics coordination, key account support, and customer escalation resolution.
• Manage and improve key contact center metrics, including service level, speed to answer, call abandonment rate, schedule adherence, and productivity indicators.
• Analyze operational data and reporting to identify trends, drive performance improvements, and support decision-making.
• Communicate performance results, business insights, and strategic initiatives to leadership.
• Support process improvement initiatives and contribute to building a high-performing customer service organization.

This position requires a proven leader with at least 3 years of direct people management experience within customer service, operations, shared services, or similar environments.

Who You Are

• Bachelor's degree in Business Administration, Operations, Supply Chain, Logistics, or a related field (required).
• Minimum 3 years of direct leadership experience, supervising and developing teams of 10 or more employees.
• Proven experience managing customer service or operational performance through KPIs and service metrics, including service level, call abandonment rate, speed to answer, schedule adherence, and productivity measures.
• Strong understanding of the order-to-fulfillment process, including order management, customer support, logistics coordination, and stakeholder management.
• Demonstrated ability to coach, mentor, and develop employees through performance management, career development plans, and regular coaching conversations.
• Advanced proficiency in Microsoft Excel and Office Suite, with experience leveraging data and reporting to drive business decisions.
• Experience working with ERP, order management, or customer service platforms, such as SAP, Oracle, or similar systems.
• English proficiency at B2 to C1 level, with strong verbal and written communication skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Customer-focused mindset with the ability to build strong relationships across multiple functions and organizational levels.