Supervisor - Contract Logistics/SCM, Customer Service

Job Responsibilities
Directly supervise, interview, hire, and train Customer Service Coordinators. Ensure that the customer service team has excellent communication, problem-solving, and professional phone etiquette skills for achieving customer satisfaction.

Plan, assign, and direct work, including appraising performance, rewarding, and disciplining employees.

Address complaints and resolve problems related to customer service activities and procedures.

Standardize customer service procedures across the company and diffuse difficult situations between customer service representatives and customers.

Organize workflow and ensure that employees understand their duties or delegated tasks.

Monitor pending emails from customers and resolve escalated customer complaints or disputes.

Identify areas for improvement for Customer Service Coordinators.

Develop and maintain productive relationships with all staff and inter-department teams.

Perform any other job duties as assigned by management and provide feedback concerning possible problems or areas of improvement.

Review and check work of subordinates such as reports, records, and applications for accuracy and content, and correct errors.

Requirements:

Minimum of Diploma holder in relevant disciplines and 3–5 years of experience in customer service.

Preferred 1–3 years of experience in a supervisory role.

Knowledge of warehouse management system would be an advantage.

Thorough understanding of communication techniques and practices.

Decision-making, leadership, and result-driven.

Proficiency in multitasking.