Customer Service Supervisor

1. Develop and Manage Pricing Strategies:

• Develop pricing proposals based on market trends and customer requirements.

• Manage and update customer quotations, rate sheets, and contracts.

• Support the sales team with rate inquiries and customized service offerings.

2. Manage Booking and Transactions:

• Work closely with overseas offices/agents to handle booking confirmations, shipping instructions, and problem resolutions.

• Monitor and ensure shipments are booked and transported on time and according to customer requirements.

• Handle issues related to bookings and transportation, ensuring customer satisfaction.

• Maintain and update shipment records accurately in the system.

• Provide excellent customer service by promptly responding to customer inquiries and handling complaints professionally.

• Continuously seek to improve processes for better efficiency and customer satisfaction.

3. Analysis and Reporting:

• Track and analyze shipment performance (on-time delivery, cost management, exceptions).

• Prepare regular reports on shipment status, volume trends, carrier performance, and customer feedback.

• Identify process gaps and recommend improvement actions to management.

4. Support and Develop Team:

• Share knowledge and best practices with team members to enhance service quality, coordination, problem solving skills

• Assist in training new team members on systems, processes, and US trade compliance requirements.

• Actively contribute ideas to optimize team operations and increase productivity of team.

5. Collaborate with Other Departments:

• Coordinate with related departments (Sales, Pricing, Booking, Operations, Documentation etc.) to ensure smooth pricing and booking processes.

• Ensure requests and feedback from other departments are handled promptly and effectively.

6. Ensure Compliance and Service Quality:

• Ensure all pricing and booking processes comply with company regulations and legal standards.

• Monitor and ensure the quality of services provided to customers meets the highest standards.

7. Additional Responsibilities:

• Perform other tasks and projects as assigned by the Manager or upper level.

1. Educational Background:

• Bachelor’s degree in relevant fields such as Economics, Logistics, Business Administration, supply chain Management, international Business or equivalent

2. Experience:

• Minimum of 3-5 years of experience in sea export, operations, with a strong emphasis on a customer service and overseas agent management.

• In-dept understanding of sea freight export procedures to the US,CA, including key regulatory requirements.

• Have experience in Cargowise, ERP or related platform in Logistics industry.

3. Language Skills:

• Proficiency in English (listening, speaking, reading, and writing)

4. Skills and Abilities:

• Ability to lead and develop a team.

• Ability to manage multiple tasks and prioritize effective in a fast-paced environment

• Hight attention to details and organizations skills

• Ability to adapt to changing business needs and time-sensitive requirements

• Strong communication and teamwork skills.

• Proficiency with tools and software supporting pricing and booking management.

• Open-minded, proactive, and able to work in a culturally diverse environment.

• Strong problem-solving skills and the ability to work independently and under pressure.