Customer Service Supervisor at T. Choithram and Sons LLC Resume Sample

• Supervised and monitored the performance of the Service Crew (Cashiers, Counter Service Clerks, Stockers and Delivery Associates), executing shift scheduling, target setting, and allocation.
• Coordinated and supported the Service Crew in the Online and Walk-in Channels to ensure swift and accurate processing of all orders and transactions within agreed parameters.
• Monitored and supervised the cashiering process, ensuring smooth and uninterrupted operations at all times, including dispensing cash exchanges, opening and closing cash, running ad hoc Cashier status checks, opening and closing store operations.
• Conducted staff strategic briefings to update the Service Crew about new offerings, suggestive selling initiatives, and emerging workplace policies, trends and innovations.
• Handled customer complaints, inquiries, and suggestions, and assisted the Service Crew in amicably dealing with difficult, upset, and dissatisfied customers.

• Managed back-office cash and expense processes, including safe custodianship, withdrawals and deposits, and petty cash management.
• Executed core administrative duties such as handling stakeholder correspondences, logging and policing in-house queries, and executing HR specific tasks.
• Oversaw the products in-flow process, raising purchase orders and stock transfers, posting goods reception and vendors invoicing transactions on SAP.
• Managed the products out-flow process, raising return orders, posting goods issue, damages, scrapping, shop expenses and consumption transactions on SAP.
• Ran various back-office system updates, extracted and analyzed critical data, and furnished ad hoc reports as required, coordinated effectively with in-house and external support functions ensuring all-time business continuity.
• Ensured standard customer experience delivery, proper and effective goods merchandising, and proper and effective execution of promotions and campaigns on the store floor. Occasionally assumed in-charge responsibilities when the manager was not on duty.

• Targeted networking and collaboration, virtually and physically, with potential and prospective customers, nurturing existing business relationships and actively on-boarding new ones.
• Developed and refined the MLB Order Lifecycle, keeping it lean, and also very customer-focused, in order to sustain an overall compelling customer experience.
• Conducted regular customer insights and feedback gathering, and assessment, in order to identify, and address, customer critical pain points, and ultimately improve customer experience related processes and procedures.
• Built Strategic Partnerships, both internally through careful team-building to provide solutions to customer experience related issues, and externally through recruiting competent players to enable us amicably navigate scale and scope related challenges
• Kept abreast with trends in customer tastes and preferences, always working to ensure that our offerings and range remain relevant and competitive.

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• Assisted customers with their shopping needs at various touch points of their shopping experience, inside the store (in-store sales support) and outside the store (online sales support).
• Managed the display of merchandise, ensuring that all merchandise have accurate price labels, while keeping the display areas tidy, properly arranged and filled up, including offering additional visibility to promotion and near-expiry stocks.
• Performed effective stock management functions, ensuring no merchandise excesses and shortages, both on display and inside the storage area.
• Engaged with vendors and merchandisers on a daily basis, ensuring a smooth, accurate and uninterrupted flow of merchandise, in and out of the store.
• Performed stock-taking functions, to reconcile the physical and system stocks, and to harmonize the sales, wastage and shrinkage figures.
• Created on SAP, Local Purchase Orders (LPOs) and Stock Transfer Orders (STOs) to replenish shortages, and Return Purchase Orders (RPOs) to return excesses, damages and expiries, and Goods Withdrawal posting for in-house damages, expiries and consumption.

Mobilizing funds to cater to the needs of the destitute children of the society.

Setting up, and building the SACCO, from scratch to now a portfolio of UGX 10,000,000 and UGX 4,500,000 in member savings and loans respectively.

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