Customer Service Supervisor

The Customer Service Staff is responsible for being a bridge between existing customers for daily communication, overseas agent, and operation team. Additionally, they account for interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services and have a spirit of sales support.

► Solution :

- Consult to customer about KWE’s service, sell KWE's products, including Ocean, Air, CBT, Warehousing, and VAS Services for both inbound and outbound shipments, propose with idea/solution/countermeasures and make material for these proposals to customers.

- Set up SOP with customers and become a window connect internal team and customers. The most important is understand the desire of customers then have guideline (by email and by F2F meeting) to internal team to meet customer needs correctly with sales PIC

- Take care the quotation/RFQ/bidding request, AE/OE/OI/AI…,

- Make the QBR with VIP customers and F2F meeting with them to explain in detail.

- Have analysis market trend, refer information from product then update Market & logistics News to customers.

- Make service contracts with customers, with final responsibility belonging to the Sales and Marketing PIC

- Monitor AR with customers, with final responsibility belonging to the Sales and Marketing PIC.

- Make the reports in the end of month about performance of volume/revenue/profit, analysis the trend of customer volume in the next month.

► Operation:

- Handle and resolve customer complaints.

- Obtain and evaluate relevant information to handle product and service inquiries.

- Verify customers and manage their accounts.

- Keep records of customer interactions and transactions.

► Customer satisfaction:

- Analyze result of customer satisfaction surveys, review and discuss with related parties to improve not good points for the next terms

► Others:

- Perform other tasks as assigned by the superiors.

- Regularly monitor emails and respond promptly to messages with the necessary information within 24 hours of receiving the initial inquiry.

- Report to direct superiors as requested.

► Education and experience:

- Bachelor or higher education degree in a relevant field.

- Training or certifications with demonstrated experience or expertise in the forwarding and logistics industry processes and practices.

- Hands-on experience in executing all aspects of operational procedures efficiently.

► Required skills and abilities:

- Summary issue and report

- Supervise team members under instruction of direct manager

- Good at MS Office (Word, Excel, PowerPoint).

- Fluency in English. Excellent verbal and written communication skills, with an emphasis on active listening.

- Presentation skill

- Ability to work well under pressure and manage multiple tasks simultaneously.

- High attention to detail, accuracy, and the ability to proofread and edit work.

- Customer-focused with a strong customer service orientation.

- Flexibility and adaptability to change.

- Proactive and self-starter with initiative and problem-solving skills.