Customer Service Supervisor

Responsibilities

• Manage, support and develop the Customer Service Team, ensuring clear standards, priorities and accountability across the department.
• Oversee day-to-day customer service activities, ensuring customer queries, order updates, complaints and escalations are handled professionally and in a timely manner.
• Monitor customer interactions and intervene where required to resolve complex queries, complaints or service‑related concerns.
• Take ownership of customer issues and complaints, identifying root causes and driving corrective actions. This includes issues relating to production, quality, delivery, pricing, stock availability and customer communication.
• Manage incoming calls relating to orders, queries and customer requests, ensuring these are either dealt with directly or routed to the appropriate person or department.
• Oversee the effective use and management of KAMA, ensuring customer information, order requirements, communication records and service actions are accurately maintained.
• Monitor and manage key customer service reports, including the lead time report and late list, ensuring risks are identified early and actions are taken to minimise delays and customer dissatisfaction.
• Liaise with Production, Planning and Transport to ensure customer orders are scheduled, produced and delivered in line with agreed requirements and service expectations.
• Work closely with the Transport Team to monitor delivery performance, resolve delivery issues and provide accurate updates to customers where delays or changes occur.
• Work with Accounts to ensure order queries, pricing issues, credit queries and invoice discrepancies are investigated and resolved efficiently.
• Liaise with Sales, Operations, Planning, Production and Warehouse teams to improve customer communication and ensure a joined‑up approach to customer service.
• Support the management of customer expectations regarding lead times, order changes, delivery dates, shortages, stock issues and any operational constraints.
• Review and respond to late orders, delayed deliveries and outstanding customer issues, ensuring appropriate escalation where required.
• Ensure customer records, order information, complaints, actions and communications are accurate, up to date and managed in line with company processes.
• Provide regular updates to the Sales Director on customer service performance, key issues, risks, late orders, customer complaints and improvement actions.
• Ensure the department maintains a professional, customer‑focused approach, particularly in a fast‑paced manufacturing environment where priorities and lead times may change.

• Proven experience in customer service management.
• Strong leadership and communication skills.
• Excellent problem‑solving abilities.
• Experience in a manufacturing or packaging environment is desirable.
• Ability to plan and prioritise.
• Fluent in English.
• Excellent communication skills, including telephone.
• Organised.
• Attention to detail.
• Previous customer services experience.
• Ability to multi‑task and meet deadlines.
• Ability to manage competing priorities, work under pressure and meet deadlines.
• Good attention to detail and accuracy when handling customer information, orders, reports and system updates.
• Experience using customer service, order management or ERP systems.
• Experience with KAMA, SAP or similar manufacturing/customer management systems would be desirable.
• Ability to use reports and data, such as lead time reports and late lists, to manage workload and customer expectations.
• Experience with in a manufacturing, packaging or fast‑paced operational environment is desirable.
• Ability to work cross‑functionally with Sales, Accounts, Planning, Production, Transport and Warehouse teams.
• Organised, proactive and able to take ownership of issues through to resolution.
• Previous customer service experience is essential.
• Ability to multi‑task while maintaining professionalism and accuracy.

Even if you don't meet all the listed qualifications, we still want to hear from you. We believe in your potential and are committed to supporting you as you grow and learn  you need any accommodations during the recruitment process, please reach out to the contact person listed above.

Our strength lies in our diversity. We are dedicated to creating a team that reflects the diversity of the world we operate in. We encourage applications from traditionally underrepresented groups, including women, visible minorities, LGBTQI+ individuals, and people with disabilities.