Customer Service Supervisor

Position Overview

We are a global leader in food & beverage ingredients. Pioneers at heart, we operate at the forefront of consumer trends to provide food & beverage manufacturers with products and ingredients that will delight their consumers. Making a positive impact on people and planet is all part of the delight. With a deep-rooted presence in the countries where our ingredients are grown, we are closer to farmers, enabling better quality, and more reliable, traceable and transparent supply.

Supplying products and ingredients at scale is just the start. We add value through our unique, complementary portfolio of natural, delicious and nutritious products. With our fresh thinking, we help our customers unleash the sensory and functional attributes of cocoa, coffee, dairy, nuts and spices so they can create naturally good food & beverage products that meet consumer expectations. And whoever we’re with, whatever we’re doing, we always make it real
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Reporting to the Customer Service Manager, the Customer Service Supervisor will be responsible for supervising the customer service team and assisting the Customer Service Manager in leading the team’s successful execution of post‑sale activities. This position will create an inclusive environment that ensures the customers are satisfied and the team is well supported. This person will be responsible for closely working with the sales team, customer service coordinators, and Olam Global Business Services (OGBS) support teams to assist with the on‑going success of the Customer Service department.

The ideal candidate for this position will be a professional, resilient leader who is engaged in providing exceptional service to our customers. Ability to work well within a team as well as individually will be required. A successful candidate should be easily approachable by Olam employees and customers.

• Supervise the customer service team and ensure they comply with company guidelines and other key objectives.
• Work closely with Customer Service Manager in enforcing Key Performance Indicators (KPIs) including but not limited to OTIF (On Time In Full), A/R (Accounts Receivable), conversion of accounts to EDI (Electronic Data Interchange), aging stock, inventory management, customer scorecards, and vendor relations.
• Experience in food ingredients, manufacturing, agriculture, or FMCG industries.
• Knowledge of order‑to‑cash, logistics, or demand planning processes.
• Experience working with global or regional customer service teams.
• Strong analytical and reporting skills.
• Assist with customer inquiries in regard to complaints, product information, pricing information and product development referrals.
• Identify opportunities to update or improve customer service procedures and make recommendations to the Customer Service Manager or other appropriate staff.
• Manage specific strategic accounts and represent a high level of account management for these critical customers.
• Take the leadership role in being first line of support for customer or sales driven escalations within OFI’s customer experience process.
• Own and develop customer specific scorecards that provide visibility on On Time and Full performance as well as tracking all key areas within order status visibility and communication response times to customers and sales team.
• Perform other related duties as assigned.

• Bachelor’s degree is required, majors in Food Science, Marketing, Finance, Business Administration, Ag Business or related field is preferred. Five (5) years of Customer Service experience will be considered in lieu of degree. Internal candidates with five (5) years of successful Olam experience would be considered in lieu of a degree.
• Five (5) years of relevant customer service experience is required.
• Customer Service experience from food and beverage industry is highly preferred.
• Strong communication skills, both verbal and written are required.
• Proven ability to build and maintain strong, effective relationships across functional groups.
• Ability to coach and mentor customer service representatives.
• Ability to multitask and work well under pressure…