Customer Service Supervisor - Logistics at Reeds Africa Consult

Job Summary

• We are seeking an experienced Customer Service Supervisor to lead and support the customer service team within a fast-paced logistics environment. The role is responsible for ensuring exceptional customer support, efficient handling of shipments and inquiries, team performance management, and maintaining high service delivery standards.
• The ideal candidate should have strong leadership skills, experience in logistics or courier operations, and the ability to manage customer relationships while coordinating with operations teams

Key Responsibilities

• Supervise and support the customer service team to ensure excellent service delivery.
• Handle escalated customer complaints, shipment issues, and service recovery.
• Monitor shipment tracking, delivery timelines, and customer communication.
• Ensure timely response to customer inquiries via phone, email, and other communication channels.
• Coordinate with warehouse, transport, and operations teams to resolve logistics challenges.
• Prepare customer service performance reports and KPIs.
• Train, coach, and mentor customer service representatives.
• Ensure compliance with company policies, SLAs, and operational procedures.
• Maintain strong relationships with key clients and stakeholders.
• Monitor team productivity, attendance, and service quality standards.
• Identify process improvement opportunities to enhance customer experience.
• Support implementation of customer service strategies and operational excellence initiatives.

Requirements:

• Bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field.
• Minimum 3–5 years’ experience in customer service within logistics, courier, freight forwarding industry.
• At least 1–2 years in a supervisory or team lead role.
• Strong understanding of logistics operations and shipment processes.
• Excellent communication and problem-solving skills.
• Proficiency in CRM systems and Microsoft Office Suite.
• Ability to work under pressure in a fast-paced environment.
• Strong leadership and team management skills.
• Experience working with international logistics standards is an added advantage.