Overview
We are seeking a dynamic and experienced Customer Success Supervisor to lead and support our Customer Success team. The successful candidate will play a key role in ensuring exceptional customer satisfaction, overseeing daily customer service operations, and driving continuous improvement across customer support processes.
This role requires a proactive and organised individual with strong leadership, communication, and analytical skills. The Customer Success Supervisor will work closely with Sales, Purchasing, Operations, and Logistics teams to ensure a seamless customer experience while supporting business growth and operational excellence.
Responsibilities
- Lead, motivate, and supervise the Customer Success team to deliver outstanding service standards.
- Assist in the training, development, and performance management of new and existing team members.
- Manage customer enquiries, escalations, complaints, and supplier queries, ensuring timely and effective resolution.
- Monitor customer satisfaction levels and implement initiatives to enhance customer retention and service quality.
- Analyse customer feedback, sales trends, and operational data to identify opportunities for improvement.
- Prepare sales, credit, and performance reports by collecting and analysing relevant information.
- Coordinate with Sales, Purchasing, Operations, Logistics, and other departments to ensure the smooth delivery of products and services.
- Build and maintain strong customer relationships in partnership with the Commercial Director and Sales team.
- Manage customer orders accurately through internal systems, ensuring all orders are processed and allocated efficiently.
- Process and monitor credit claims, credit notes, sample deliveries, and collections, escalating issues where necessary.
- Ensure all customer and supplier complaints are logged and managed appropriately.
- Monitor team performance and key performance indicators (KPIs), providing regular feedback and coaching to support professional development.
- Attend management meetings on behalf of the Customer Success Manager when required.
- Support sales growth through upselling opportunities and proactive customer engagement.
- Maintain accurate records and documentation, including proof of deliveries and audit-related information.
- Foster a collaborative team environment that promotes accountability, innovation, and continuous learning.
Experience
- Proven supervisory experience within a Customer Service, Customer Success, Account Management, or Client Support environment.
- Strong leadership and people management skills with the ability to motivate and develop high-performing teams.
- Excellent communication skills, both written and verbal.
- Strong analytical and numerical skills with the ability to interpret data and provide actionable insights.
- Experience managing customer relationships across multiple communication channels, including telephone, email, and CRM systems.
- Experience using CRM and order management systems such as HubSpot, Cin7, or similar platforms is highly desirable.
- Strong organisational skills with the ability to prioritise workloads and manage multiple tasks in a fast-paced environment.
- Ability to work collaboratively across departments and build effective working relationships.
- A proactive approach with a positive, can-do attitude and a strong commitment to delivering exceptional customer service.
- Previous experience within the fresh produce, food wholesale, FMCG, or distribution sectors would be advantageous.
If you're looking for your next challenge and want to join a supportive, ambitious, and customer-focused team, we'd love to hear from you.
Apply now – we can't wait to meet you!
Pay: £27,000.00-£35,000.00 per year
Work Location: In person
