Customer Service Supervisor at Syokimau ICD

Job Purpose

• To supervise the Customer Service team and ensure efficient, professional and proactive service delivery to all Syokimau ICD customers. The role is responsible for coordinating day-to-day customer service activities, managing key customer accounts, resolving service issues, maintaining strong client relationships and ensuring effective coordination between customers and internal operational teams.

Key Responsibilities

Customer Service Supervision

• Supervise, guide and coordinate Customer Service Representatives.
• Allocate duties and ensure adequate coverage across shifts, weekends and peak operating periods.
• Monitor CSR performance, responsiveness, professionalism and quality of customer communication.
• Ensure customer enquiries and requests are acknowledged and resolved within agreed timelines.
• Conduct regular team briefings and escalate performance or service gaps where necessary.

Key Account Management

• Serve as the primary relationship contact for assigned key and strategic customers.
• Develop a clear understanding of each key account\'s business volumes, service requirements and expectations.
• Conduct regular customer engagement and service review meetings.
• Monitor customer volumes, service performance, complaints and emerging business opportunities.
• Coordinate internally to ensure commitments made to key accounts are delivered.
• Support retention and growth of existing customers through proactive relationship management.
• Identify declining volumes or inactive customers and coordinate appropriate recovery actions with the Commercial team.

Customer Experience & Service Delivery

• Ensure customers receive timely updates on cargo status, documentation, verification, gate passes, deliveries and other service requirements.
• Proactively identify potential delays and communicate with customers before escalation.
• Monitor the end-to-end customer experience from cargo nomination/arrival through clearance and exit.
• Drive continuous improvement in customer service standards and processes.
• Maintain professional and consistent communication across email, telephone, WhatsApp and face-to-face engagements.

Complaint Management & Service Recovery

• Maintain a register of customer complaints, queries and service failures.
• Investigate complaints in collaboration with Operations, Finance, Customs/Bonded Warehouse and other relevant departments.
• Ensure complaints are resolved within agreed timelines and customers receive formal feedback.
• Identify recurring complaints and recommend corrective and preventive actions.
• Escalate major customer-impacting issues promptly to management.

Internal Coordination

• Work closely with Terminal Operations, Warehouse, Finance, Sales/Commercial, Security, KRA/KPA liaison teams and other departments to resolve customer issues.
• Follow up on pending operational actions affecting customer service.
• Ensure customers are properly informed of applicable processes, statutory requirements and charges to minimize disputes.
• Participate in daily operational meetings and highlight customer-impacting issues requiring intervention.

Customer Reporting & Performance Monitoring

• Prepare daily, weekly and monthly Customer Service reports.
• Maintain and report on key account performance, customer volumes, complaints and service issues.
• Track customer service KPIs and recommend corrective action where targets are not achieved.
• Maintain updated customer contacts and account information.

Key Performance Indicators (KPIs)

• Customer complaint resolution turnaround time.
• Customer satisfaction and service quality.
• Response time to customer enquiries.
• Key account retention and volume performance.
• Number and quality of key account engagements/service reviews.
• Reduction in recurring customer complaints.
• Timeliness and accuracy of customer communication.
• CSR team performance and productivity.
• Timeliness and accuracy of Customer Service reports.
• Effectiveness of cross-functional resolution of customer issues.

Qualifications & Experience

• Bachelor's degree in Business Administration, Customer Service, Logistics, Supply Chain Management, Marketing or a related field.
• Minimum 5 years' experience in Customer Service, Logistics, CFS/ICD, Shipping, Freight Forwarding or a related environment.
• Previous supervisory/team leadership experience preferred.
• Experience in Key Account Management and customer relationship management is an advantage.
• Good understanding of CFS/ICD operations, cargo clearance and logistics processes.

Key Competencies

• Strong customer orientation, leadership and team supervision, relationship management, communication and interpersonal skills, problem-solving, conflict resolution, commercial awareness, attention to detail, reporting and analytical capability, sense of urgency, accountability and ability to coordinate effectively across multiple departments.