Customer Service Supervisor

<p><strong>Join Our Team</strong></p>
<p>We are looking for an experienced and customer-focused <strong>Customer Service Supervisor</strong> to lead our Customer Service team in Bangkok. This role is ideal for a logistics professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences while leading and developing high-performing teams.</p>
<p>As a key member of our operations team, you will oversee daily customer service activities, ensure service excellence, support team development, and work closely with cross-functional stakeholders to provide outstanding visibility and communication throughout the shipment lifecycle.</p>
<p> </p>
<p><strong>What You'll Be Doing</strong></p>
<ul>
<li>Lead and coordinate the day-to-day activities of the Customer Service Officer team.</li>
<li>Ensure customer enquiries and requests are managed efficiently and professionally.</li>
<li>Act as the first point of escalation for customer service issues and operational exceptions.</li>
<li>Monitor shipment progress and ensure proactive communication regarding delays or disruptions.</li>
<li>Review team outputs for quality, accuracy, and completeness.</li>
<li>Track and report customer service performance metrics and KPIs.</li>
<li>Coach, mentor, and develop team members to achieve high performance.</li>
<li>Support onboarding and training of new employees.</li>
<li>Collaborate with Booking, Documentation, and Operations teams to resolve customer and operational issues.</li>
<li>Maintain and improve customer service processes and standard operating procedures.</li>
<li>Participate in customer reviews, calls, and service discussions as required.</li>
</ul>
<p><strong>Who We're Looking For</strong></p>
<p><strong>Required Qualifications</strong></p>
<ul>
<li>Minimum 3 years of customer service experience within freight forwarding, logistics, or supply chain operations.</li>
<li>Previous experience in a supervisory, team leader, or senior customer service role.</li>
<li>Strong understanding of the FCL ocean freight shipment lifecycle.</li>
<li>Excellent communication skills in both Thai and English.</li>
<li>Strong problem-solving and organizational skills.</li>
<li>Ability to manage multiple priorities while maintaining service excellence in a dynamic environment.</li>
</ul>
<p><strong>Preferred Qualifications</strong></p>
<ul>
<li>Experience with Cargoo or similar freight management platforms.</li>
<li>Background working within a control tower or centralized customer service environment.</li>
</ul>
<p><strong>What Success Looks Like</strong></p>
<p>In this role, success will be measured through:</p>
<ul>
<li>Achievement of customer response time targets.</li>
<li>Proactive communication of shipment exceptions.</li>
<li>Customer service KPI attainment.</li>
<li>Accuracy and quality of customer-facing communications.</li>
<li>Team productivity, attendance, and quality performance.</li>
</ul>
<p><strong>Why You Should Join Us?</strong></p>
<ul>
<li>Opportunity to lead and develop a growing customer service team.</li>
<li>Dynamic and international logistics environment.</li>
<li>Collaborative culture with strong operational support.</li>
<li>Meaningful impact on customer satisfaction and business success.</li>
</ul>
<p><strong> </strong></p>
<p><strong>Ready to take the next step in your logistics career? We would love to hear from you. Apply today and help us deliver exceptional customer experiences every day.</strong></p>