Customer Service Supervisor at Elvaridah Limited

At Elvaridah, we emphasize on the critical matters and prospects of organizations such as business growth, strategy, planning, marketing, structure, and people management across different industries. We help companies focus on the growth of their businesses while aligning costs with strategy. With our all-inclusive approach and expertise, we capture values across the boundaries of any organization. Elvaridah focuses on optimizing all the different parts of a business as a unit.

We are recruiting to fill the position below:

Job Title: Customer Service Supervisor

Location: Lagos
Employment Type: Full-time

Job Summary

• The Customer Service Supervisor will be responsible for overseeing the daily customer support operations of the company. 
• This role requires a dynamic leader and a professional who is responsible for developing a positive customer experience and fostering healthy working relationships who can optimize processes, manage staff, and ensure timely delivery of products and services.
• The Customer Service Supervisor will also ensure customer satisfaction, compliance with statutory regulations, and smooth coordination between internal and external stakeholders.

Responsibilities
Strategy:

• Recommend strategies and advise the CEO on issues that pertain to customer satisfaction and development of the company.
• Actively pursue the company’s strategic and operational objectives.
• Work closely with the management team to developlong-term operational strategies aimed at efficient customer satisfaction, and profitability.
• Sustaining business growth and profitability by maximizing the company’s value.
• Supporting customers as they transition from sales prospects, building close relationships that often last 
• Analyzing customer data to improve customer experience and retention.
• Holding product demonstrations for customers.

Operations:

• Oversee the customer service team to ensure timely responses to customer inquiries and complaints, ensuring customer satisfaction at every step. 
• Ensure operational activities remain on time and within a defined budget. 
• Oversee products logistics schedules to meet client demands 
• Collaborate with the operations for timely production 
• Manage delivery schedules, coordinating with drivers and logistics partners to ensure on-time, efficient deliveries. 
• Implement data collection 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. 
• Work with HR and Admin teams to ensure periodic performance appraisals and continuous staff development.

Customer service and Delivery:

• Oversee the order fulfilment process to ensure that orders are accurately processed and dispatched on time. 
• Ensure the customer service team responds to emails, calls, and inquiries promptly and efficiently, with a customer-first mindset.
• Address any customer complaints or issues directly, ensuring problems are resolved swiftly and to the customer’s satisfaction. 
• Manage relationships with delivery drivers and set clear expectations for delivery timelines. 
• Ensure the effective allocation of the Customer Service personnel to meet daily operational requirements.

Reporting:

• Track and review the Customer database and key performance indicators for the team. 
• Compile and present 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:

• Ensure the company’s activities comply with legal, regulatory, and financial directives.
• Monitor adherence to human resource and safety compliance standards.
• Maintain compliance with all company policies and procedures, including data security and customer privacy protocols.
• Perform all other operations and organisational-related duties as assigned.

Skills
Technical skills:

• Strong business acumen and knowledge of customer support and operational processes.
• Proficiency in customer relationship management (CRM) tools and reporting.
• Experience in using performance metrics to assess operational efficiency.
• Strong knowledge of inventory management, supply chain, and logistics.
• Ability to create and manage budgets effectively.

Soft Skills:

• Leadership abilities with a hands-on approach to problem-solving.
• Excellent communication skills, both written and verbal.
• Exceptional organizational skills with strong attention to detail.
• Strong analytical thinking and problem-solving capabilities.
• Proven ability to manage time effectively, meet deadlines, and handle stressful situations.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.

Requirements

• B.Sc. / M.Sc. Degree in a Business-related field.
• Master’s Degree in Business Administration (MBA) is an added advantage.
• Minimum of 4 years of relevant experience in Customer Service management, preferably in retail or food manufacturing.
• Experience in managing customer service teams and logistics operations is compulsory.
• Good knowledge of CRM.

Salary
N250,000 Monthly.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their Resume to: careers@elvaridah.com using the job Title as the subject of the mail.