Customer Service Supervisor

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

• Bachelor Degree in Economics, Import/ Export, Logistics, or related fields.
• For Supervisor postion, at least 4 years experience CS in US/CAN trade lane, have experience in manage team 
• Fluency in English (oral and written)., can communication in Chinese is advantage
• Self-motivated, dedicated and hard working.
• Good sense of customer service and team work.
• Sense of urgency, able to prioritize.
• Ability to deal with high pressure situation.