About the job

Job Purpose

To supervise the daily customer service and order-management activities, ensuring accurate and timely order processing, effective team allocation, issue resolution and coordination with Sales, Finance, Warehouse and Transport teams

Key Responsibilities

• Supervise the daily activities and workload allocation of the customer service team.
• Ensure customer orders are processed accurately within the agreed cut-off time and delivery schedule.
• 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 order processing.
• Coordinate with Warehouse and Transport teams regarding picking, dispatch, delivery and rejection issues.
• Monitor daily log-off reports, dashboards and team productivity.
• Review repeated order errors and take corrective action with the responsible team member.
• Handle escalated customer and sales-team queries professionally and within the agreed timeline.
• Ensure compliance with company SOPs, audit requirements and approval processes.
• Train, coach and support team members to improve accuracy and productivity.
• Provide daily and weekly performance updates to the Customer Service Manager.
• Support process improvement, automation and master-data-cleaning initiatives
• Conduct regular meetings with internal stakeholders, including Sales, Finance, Warehouse, Transport and Commercial teams, to review operational issues and pending actions
• Prepare meeting agendas, minutes of meetings and action trackers, ensuring all agreed actions are followed up and closed on time.
• Prepare and submit daily, weekly and monthly operational reports covering order volumes, backlog.

Experience, Qualifications and skills:

• Bachelor’s degree or equivalent qualification.
• 4–6 years of experience in customer service or order management.
• 2-3 years of supervisory or team-lead experience.
• Experience in FMCG, distribution, retail or supply-chain operations is preferred.
• Working knowledge of Oracle ERP or a similar order-management system.
• Strong Excel, reporting and data-analysis skills.
• Good written and verbal communication skills in English.