Customer Service Supervisor – Consumer Operations

About the role

The Customer Service Supervisor will oversee daily customer service and order‑management activities, ensuring accurate and timely order processing while coordinating with Sales, Finance, Warehouse and Transport teams.

Key responsibilities

• Supervise daily activities and workload allocation of the customer service team.
• Ensure customer orders are processed accurately within agreed cut‑off times and delivery schedules.
• Monitor manual and automated order bookings, pending orders, backlog and credit‑hold cases.
• Validate LPO details, pricing, UOM, barcodes, delivery dates and customer information before processing.
• Coordinate with Warehouse and Transport teams regarding picking, dispatch, delivery and rejection issues.
• Review repeated order errors and take corrective action with responsible team members.
• Handle escalated customer and sales‑team queries professionally within agreed timelines.
• Provide daily and weekly performance updates to the Customer Service Manager.

Required profile

• Bachelor’s degree or equivalent qualification.
• 4–6 years of experience in customer service or order management, with 2–3 years in a supervisory role.
• Experience in FMCG, distribution, retail or supply‑chain operations is preferred.

Required skills

• Working knowledge of Oracle ERP or a similar order‑management system.
• Strong Excel reporting and data‑analysis abilities.
• Good written and verbal communication skills in English.