Service Center Supervisor at SIMS Nigeria Limited

COMPANY OVERVIEW

At SIMS Nigeria Limited, we specialize in the distribution and sales of electronic products from major brands such as SAMSUNG, ROYAL, PARSUN and POWERMATIC.
Our business started out in 1987 and since then we have succeeded in carving a niche for ourselves in the home appliances market in Nigeria. We operate a number of branches that cut across most of Nigeria’s geopolitical zones; in major cities such as Lagos, Port Harcourt, Onitsha, Enugu, Kano and Abuja.
Our longstanding reputation has earned us a status as Nigeria’s lead player in the electronics industry and as a result, we decided to go further by partnering with SAMSUNG to establish a local manufacturing line for its air conditioners and refrigerators in 2004. This, coupled with our state-of-the-art service centre that caters to consumers who buy our products, ensures that our customers enjoy the best quality of service from us and the best performance possible from their electronics.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.