About the Role

We are seeking an experienced Customer Service Supervisor to lead our combined support and execution teams at our Singapore office. In this full-time, hands-on role, you will oversee day-to-day customer service and operational workflows, mentor team members, and ensure seamless end-to-end cargo execution. You will act as the key escalation point for complex client and operational hurdles while driving efficiency across our supply chain processes.

Key Responsibilities

Supervise, mentor, and coach the customer service team to achieve high performance and service standards
Oversee daily inbound and outbound inquiries across telephone, email, and digital channels
Handle complex client escalations and resolve service issues efficiently and professionally
Monitor team workflows, processing speeds, and documentation accuracy for shipments and bookings
Collaborate closely with operations, logistics, and documentation teams to streamline workflows
Conduct performance reviews, identify training gaps, and implement continuous improvement initiatives
Maintain robust compliance standards for all customer records, billing, and shipping paperwork
Generate periodic performance reports and provide operational insights to management

What We're Looking For

Minimum 3 to 5 years of combined experience in customer service and operations within the freight forwarding or logistics sector, with at least 1 year in a supervisory role
Strong bilingual proficiency in English and Chinese to liaise effectively with diverse regional stakeholders and overseas agents
Comprehensive, hands-on knowledge of freight forwarding processes, shipping documentation, and local/international customs procedures
Exceptional problem-solving abilities and a calm, decisive approach under tight operational deadlines
Strong organizational skills with the capacity to manage competing priorities in a fast-paced environment
Proficiency in Microsoft Office applications and high comfort levels with industry-standard logistics software and ERP systems
Collaborative leadership style with a genuine passion for staff development and team motivation

What We Offer

Competitive salary package commensurate with experience and leadership qualifications
Career growth opportunities within an expanding international freight forwarding organization
Comprehensive health, medical, and wellness benefits
Collaborative, supportive workplace culture emphasizing work-life balance
Ongoing professional development and leadership training opportunities

Customer Service Supervisor | North Singapore

Customer Service Supervisor