Customer Service Supervisor

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