Customer Service Supervisor

Mô tả Công việc
1. Team Leadership & People Development
Manage team 5-7 members
Ensure team members are working efficiently and accurately.
Conduct regular performance reviews and provide feedback to team members.
Develop and implement training programs for new and existing staff.
2. Customer Service Management
Manage day-to-day activities of the Customer Service team to ensure timely and accurate handling of shipments (import/export - Air & Sea Freight).
Oversee booking creation and slot reservation upon receiving confirmation from Customer/ Agents
Monitor shipment progress and proactively update customers on status or changes such as PO number, ship date, weight, free time, pricing, and etc.
Handle escalated customer complaints and provide effective solutions to maintain high satisfaction levels.
Ensure compliance with SOPs, KPIs, and service quality standards for all accounts
Monitor shipment information to system in time and ensure accurate data entry for subsequent departments.
Serve as main point of contact for key customers and strategic accounts.
3. Quality Improvement and Others
Identify service gaps and propose improvements to workflows, system integrations
Implement KPIs, monitor performance metrics, and prepare periodic reports for management.
Collaborate and support other departments to ensure smooth operations
Prepare weekly/monthly performance reports with insights and recommendations