Customer Service Supervisor

Syokimau ICD (SICD) offers Container Freight Station (CFS) solutions, collaborating with a broad network of partners including clearing agents, importers, and manufacturers. The company aims to develop efficient logistics systems and ensure comprehensive control over the supply chain.

The Customer Service Supervisor is responsible for leading the customer service team at Syokimau ICD, ensuring high-quality service delivery to clients. This involves overseeing day-to-day operations, managing key customer accounts, proactively resolving service issues, and fostering strong client relationships. The role also requires effective coordination with internal operational teams to maintain seamless service and drive continuous improvement in customer experience.

1. Supervise, guide, and coordinate Customer Service Representatives.
2. Allocate duties and ensure adequate coverage across shifts, weekends, and peak operating periods.
3. Monitor CSR performance, responsiveness, professionalism, and quality of customer communication.
4. Ensure customer enquiries and requests are acknowledged and resolved within agreed timelines.
5. Conduct regular team briefings and escalate performance or service gaps where necessary.
6. Serve as the primary relationship contact for assigned key and strategic customers.
7. Develop a clear understanding of each key account's business volumes, service requirements, and expectations.
8. Conduct regular customer engagement and service review meetings.
9. Monitor customer volumes, service performance, complaints, and emerging business opportunities.
10. Coordinate internally to ensure commitments made to key accounts are delivered.
11. Support retention and growth of existing customers through proactive relationship management.
12. Identify declining volumes or inactive customers and coordinate appropriate recovery actions with the Commercial team.
13. Ensure customers receive timely updates on cargo status, documentation, verification, gate passes, deliveries, and other service requirements.
14. Proactively identify potential delays and communicate with customers before escalation.
15. Monitor the end-to-end customer experience from cargo nomination/arrival through clearance and exit.
16. Drive continuous improvement in customer service standards and processes.
17. Maintain professional and consistent communication across email, telephone, WhatsApp, and face-to-face engagements.
18. Maintain a register of customer complaints, queries, and service failures.
19. Investigate complaints in collaboration with Operations, Finance, Customs/Bonded Warehouse, and other relevant departments.
20. Ensure complaints are resolved within agreed timelines and customers receive formal feedback.
21. Identify recurring complaints and recommend corrective and preventive actions.
22. Escalate major customer-impacting issues promptly to management.
23. Work closely with Terminal Operations, Warehouse, Finance, Sales/Commercial, Security, KRA/KPA liaison teams, and other departments to resolve customer issues.
24. Follow up on pending operational actions affecting customer service.
25. Ensure customers are properly informed of applicable processes, statutory requirements, and charges to minimize disputes.
26. Participate in daily operational meetings and highlight customer-impacting issues requiring intervention.
27. Prepare daily, weekly, and monthly Customer Service reports.
28. Maintain and report on key account performance, customer volumes, complaints, and service issues.
29. Track customer service KPIs and recommend corrective action where targets are not achieved.
30. Maintain updated customer contacts and account information.

1. Bachelor's degree in Business Administration, Customer Service, Logistics, Supply Chain Management, Marketing, or a related field.
2. Minimum 5 years' experience in Customer Service, Logistics, CFS/ICD, Shipping, Freight Forwarding, or a related environment.
3. Previous supervisory or team leadership experience is preferred.
4. Experience in Key Account Management and customer relationship management is an advantage.
5. Good understanding of CFS/ICD operations, cargo clearance, and logistics processes.
6. Strong customer orientation, leadership, and team supervision skills.
7. Excellent relationship management, communication, and interpersonal skills.
8. Proven problem-solving and conflict resolution abilities.
9. Strong commercial awareness and attention to detail.
10. Capability in reporting and analytical tasks.
11. A strong sense of urgency and accountability.
12. Ability to coordinate effectively across multiple departments.