Customer Service Supervisor - (Domestics Forwarding/Express)

Key Responsibilities:
Act as the main point of contact for key customers.
Understand customers' transportation needs, routes, cargo volume, and service requirements.
Maintain strong and long-term customer relationships.
Coordinate with Operations, Pricing, Procurement, and Finance teams to provide suitable solutions.
Prepare quotations and negotiate rates, contracts, payment terms, and service conditions.
Monitor shipment performance and ensure agreed service levels are met.
Follow up on delivery delays, vehicle shortages, cargo damage, documentation issues, and other operational problems.
Handle customer complaints and coordinate corrective actions.
Review account revenue, costs, gross profit, and business performance.
Identify opportunities to increase shipment volume and develop new routes or services.
Support invoice checking, payment follow-up, and overdue debt collection.
Prepare weekly and monthly reports on revenue, profit, service performance, and customer issues.
Key Performance Indicators
Revenue and shipment volume
Gross profit and profit margin
Customer retention
On-time delivery rate
Service-level performance
Complaint resolution time
Overdue payment rate
New business from existing customers