Customer Services Supervisor

Customer Services Supervisor

Essential Job Functions:

Customer Service Operations

• Supervise daily customer service activities supporting multiple tier-one (e-commerce) clients.
• Ensure timely and accurate handling of client enquiries relating to orders, returns, inventory status, damages, and delivery exceptions.
• Monitor workload distribution and task prioritisation within the customer services team to meet SLA requirements.
• Act as the first point of escalation for complex or sensitive customer issues.

Client Relationship & Communication

• Serve as the primary on-site customer services contact for the tier-one client.
• Maintain regular communication with client representatives regarding operational performance, issues, and service updates.
• Escalate service risks, recurring issues, or SLA breaches promptly with clear root-cause analysis.
• Coordinate communication between the client, warehouse operations, transport teams, and wider internal network.

Team Supervision & Development

• Supervise, coach, and support customer service coordinators to ensure consistent service delivery.
• Provide day-to-day guidance, training, and performance feedback.
• Support onboarding and process training for new team members.
• Establish a cross trained team that is able to consistently support customers during peaks and valleys in demand.
• Promote a customer-centric, solutions-focused culture within the team.

Reporting, KPIs & Continuous Improvement

• Monitor customer service KPIs, including response times, case resolution, accuracy, and client satisfaction.
• Prepare and validate client performance reports, dashboards, and exception summaries.
• Identify trends, recurring issues, or inefficiencies and propose improvement actions.
• Participate in continuous improvement initiatives across customer service and warehouse operations.

Process, Compliance & Quality

• Ensure adherence to client SOPs, internal procedures, and data accuracy standards.
• Support audits, system testing, and process reviews impacting customer service.
• Ensure correct use of WMS, TMS, CRM, or ticketing systems for all customer interactions.

General

• Support cross-functional activities during peak periods or operational disruptions.
• Perform other duties consistent with the role as assigned.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical requirements

• Talking, hearing and using hands to operate computer equipment
• Vision abilities required by this job include close vision and the ability to adjust focus

Other Skills and Abilities

• Previous experience in customer service or client operations within contract logistics, warehousing, or e-commerce.
• Experience supervising or leading an operational team.
• Strong understanding of SLA-driven service environments.
• Excellent communication and stakeholder-management skills.
• High attention to detail with strong problem-solving capability.
• Confident user of WMS or ticketing systems.
• Ability to work under pressure in a fast-paced, client-embedded environment.

Working Environment

• On-site at a contract logistics e-commerce facility
• Dedicated to multiple tier-one client accounts
• Shift work may be required depending on client and operational needs

Education and Direct Work Experience

• High School or relevant experience.
• Bachelor's Degree preferred
• Minimum five years related experience.
• Minimum four years industry experience preferred.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.