Operations & Customer Service Supervisor

Job Description

JOB PURPOSE:

To coordinate and supervise customer service and operational activities by managing service delivery, technician deployment, inventory control, client relationship management, and operational performance to ensure customer satisfaction, operational efficiency, and business growth.

• DEPARTMENT: Operations & Customer Service
• DIRECTLY REPORTS TO: The Chief Executive Officer.

DIRECTLY SUPERVISES:

• Senior Operations Officers
• Customer Service Officers & Operations Assistants
• Technicians
• Stores/Inventory Personnel (where applicable)

KEY DUTIES AND RESPONSIBILITIES
Customer Service Management

• To coordinate and supervise the delivery of excellent customer service across all client accounts.
• To supervise the handling and resolution of client complaints, enquiries, and service requests.
• To ensure timely communication and feedback to clients regarding service issues and requests.
• To maintain strong client relationships and ensure high levels of customer satisfaction and retention.
• To monitor service performance and implement corrective measures where necessary.

Operations Management

• To coordinate and supervise the installation, maintenance, servicing, and relocation of leased office equipment.
• To oversee the preparation, distribution, and monitoring of technicians' work schedules.
• To ensure all service requests, breakdown calls, and preventive maintenance schedules are attended to promptly.
• To monitor machine uptime and service performance across all client locations.
• To coordinate and supervise field operations to ensure adherence to company standards and service level agreements.

Team Leadership & Supervision

• To manage and supervise a large team of photocopier technicians and operations personnel.
• To monitor employee performance and provide coaching, guidance, and support.
• To ensure adherence to company policies, procedures, and operational standards.
• To conduct periodic performance reviews and recommend training and development initiatives.

Inventory & Asset Management

• To coordinate and supervise inventory management activities relating to photocopiers, spare parts, consumables, and accessories.
• To ensure adequate stock levels are maintained to support operational requirements.
• To monitor stock movement and ensure proper inventory controls are implemented.
• To coordinate periodic stock counts and inventory reconciliations.
• To safeguard company assets and ensure accountability for operational resources

Reporting & Administration

• To prepare and submit weekly, monthly, and quarterly operational performance reports.
• To analyze operational and customer service data and recommend improvements.
• To coordinate departmental planning and budgeting activities.
• To maintain accurate records relating to operations, inventory, and customer service activities.
• To perform any other duties assigned by Management.

CONTACTS:

Internal:

• Chief Executive Officer
• Finance Manager
• Accounts Team
• Sales & Marketing
• Technical Team
• Stores Team
• Human Resource Team

External:

• Clients and Customers
• Suppliers and Vendors
• Service Providers

RESPONSIBILITY FOR ASSETS: MATERIALS HANDLED

• Customer service records.
• Operational reports and schedules.
• Inventory records
• Company assets and confidential information

TOOLS AND EQUIPMENT HANDLED

• Desktop Computer
• SAGE, Factura systems and Microsoft Office applications
• ERP/Operational Systems
• Communication Devices

WORK CONDITIONS:

• Office-based role with standard working hours (8:00am – 4:00pm) and frequent client interaction (calls and occasional visits).
• Occasional extended hours to meet operational demands.
• Exposure to deadlines and performance targets.

Required Skills or Experience

Educational Qualification:

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, Logistics, Management Studies or related field.
• A Master's Degree in Business Administration (MBA), Operations Management, or a related discipline will be an added advantage.
• Professional certification in Operations Management, Supply Chain Management, Project Management, Customer Service, or Leadership is an added advantage.

Experience:

• Minimum of five (5) years' relevant experience in operations, customer service, logistics, equipment leasing, or service delivery.
• Minimum of three (3) years' experience in a supervisory or managerial role.
• Demonstrated experience in inventory management, asset control, and operational planning.

COMPETENCIES

Technical Competencies:

• Knowledge of operations management, service delivery, and customer relationship management.
• Ability to coordinate and supervise field operations, technician scheduling, and service performance.
• Ability to manage inventory, company assets, and operational resources efficiently.
• Ability to prepare, analyze, and interpret operational reports and performance data..

Personality Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• High level of integrity, accountability, and customer service orientation.

Managerial Competencies:

• Ability to develop operational plans and prioritize departmental activities.
• Ability to lead, motivate, coach, and manage multidisciplinary teams.
• Ability to monitor performance, drive continuous improvement, and achieve operational targets.
• Ability to build collaborative relationships with clients, suppliers, and internal departments.