Service Center Supervisor at SIMS Nigeria Limited

Role Overview

• We are seeking a proactive and customer-focused Service Center Supervisor to oversee the daily operations of the service center, ensuring efficient customer service, effective inventory management, and smooth coordination of after-sales support activities.
• The ideal candidate will be responsible for supervising service center staff, maintaining high service standards, ensuring timely resolution of customer issues, coordinating product repairs and replacements, and achieving operational excellence while delivering an exceptional customer experience.

Key Responsibilities

• Supervise the day-to-day operations of the service center to ensure efficient service delivery.
• Lead, coach, and monitor service center staff to achieve operational and customer service objectives.
• Ensure customers receive prompt, professional, and satisfactory support for inquiries, complaints, repairs, and warranty claims.
• Coordinate the receipt, inspection, repair, replacement, and dispatch of customer products.
• Monitor service turnaround times and ensure adherence to service level agreements (SLAs).
• Maintain accurate records of customer interactions, service requests, repairs, and warranty transactions.
• Ensure proper inventory management of spare parts, accessories, and service center stock.
• Conduct regular stock counts and reconcile inventory discrepancies.
• Prepare daily, weekly, and monthly operational and service performance reports.
• Monitor key performance indicators (KPIs) such as customer satisfaction, turnaround time, productivity, and service quality.
• Resolve escalated customer complaints in a timely and professional manner.
• Collaborate with the Sales, Warehouse, Logistics, Technical Support, and Head Office teams to ensure seamless operations.
• Ensure compliance with company policies, operational procedures, warranty guidelines, and safety standards.
• Maintain cleanliness, organization, and professionalism within the service center.
• Identify process improvement opportunities to enhance operational efficiency and customer experience.
• Support recruitment, onboarding, training, and performance management of service center personnel.

Qualifications & Experience

• Bachelor's Degree or HND in Business Administration, Operations Management, Engineering, Supply Chain Management, or a related field.
• Minimum of 4 years of experience in service center operations, customer service, retail operations, or after-sales support.
• Experience in electronics, appliances, telecommunications, or consumer goods industries is an advantage.