Customer Service and Sales Supervisor *+4 years of experience*
Job Framework, Department Development Plan, and Administrative Reporting Structure
Department: Customer Service and Direct Sales
Key Responsibilities
1. Team Leadership and Service Quality
* Supervise customer service staff, shifts, attendance, response speed, communication quality, and productivity.
* Train staff on product knowledge, service standards, sales techniques, and using POS and OMS systems.
* Review WhatsApp chats and calls, and guide employees who need performance improvement.
* Hold a brief daily meeting to inform the team about available products, offers, and any operational issues.
* Handle difficult customers, complaints, returns, and cases requiring escalation.
* Conduct monthly performance evaluations for each employee.
2. Increasing Sales and Converting Customers
* Turn customer inquiries into confirmed orders using a professional sales approach that helps the customer choose.
* Apply upselling by suggesting larger sizes, premium products, add-ons, candles, cards, packaging, and delivery services when needed.
* Apply cross-selling by recommending complementary products.
* Discover opportunities for hospitality orders, corporate gifts, custom cakes, and bulk orders.
* Professionally follow up with customers who haven’t completed their inquiries or orders.
* Build strong relationships with regular customers, companies, and high-value clients.
* Organize seasonal sales for Ramadan, Eid, birthdays, weddings, graduations, and corporate events.
* Share customer feedback and requests with the marketing and management departments to improve offers and campaigns. 3. Order processing and operational control
* Ensure every order is correctly entered into the POS and OMS systems.
* Confirm customer details, delivery address, branch, payment status, product specifications, and special instructions in writing.
* Review invoices, payment links, and payment confirmations and verify their accuracy before starting production when needed.
* Ensure complete and consistent information reaches the kitchen and delivery team.
* Document any order modifications or cancellations.
* Prevent missing, duplicate, late, or incomplete orders through daily checks.
4. Customer database, retention, and recovery
* Using the OMS record to identify new, returning, inactive, and high-value customers.
* Tracking purchase frequency and keeping important information about customer preferences and occasions.
* Following up after large or customized orders.
* Working on recovering dissatisfied customers.
* Segmenting the customer base into useful categories, such as: * Companies.
* Birthdays. * Weddings. * Hospitality. * VIP customers. * Suggesting loyalty programs and campaigns to retain customers and re-activate inactive ones based on data.
5. Coordination Between Departments
* Direct coordination with production, branches, delivery, accounts, and marketing.
* Escalating product availability, delivery, payment, or system issues before they affect the customer. * Passing on repeat customer requests and operational issues to the responsible department.
* Participating in the weekly management meeting by providing the facts, reasons for problems, and proposed solutions.
Administrative report structure: The supervisor should provide a brief daily summary in addition to a one-page weekly dashboard for management. As for the monthly report, it shouldn't just show the numbers, but also highlight trends, issues, and actions needed for improvement. Information required in the reports:
Inquiries: total inquiries received via WhatsApp, calls, and other channels.
Orders: confirmed, pending, canceled, and lost orders.
Conversion rate: percentage of inquiries that turned into confirmed orders.
Sales: daily and weekly sales generated by the customer service team.
Average order value: average value of each confirmed order.
Upselling: additional revenue generated from the employees’ recommendations and suggestions. Response speed: average time of first response and average time needed to process the order. Customers: new customers, repeat customers, inactive customers, and high-value customers.
Lost sales: reasons why customers didn’t complete their orders. Complaints: number, type of complaint, person responsible, status, and time taken.