Customer Success Supervisor (FDI Logistics Company)

1. Sales Support: • Manage back-office operations including quotations, sales reports, booking updates, and responding to customer and agent inquiries. • Support the Sales team in preparing service contracts, rate proposals, and monitoring accounts receivable. • Coordinate with Procurement and Operations to gather rates and schedules for RFQs. • Share customer feedback and insights to support business growth initiatives.
2. Operation Monitoring: • Create and maintain SOPs and shipping instruction templates based on customer requirements. • Collaborate closely with the Operations team to ensure service delivery aligns with customer expectations. • Monitor booking and shipment updates, and follow up with teams as necessary. • Maintain booking and consolidation tools to support operational efficiency.
3. Customer Care & Reporting: • Provide regular updates to customers regarding shipment status and booking confirmations. • Handle and resolve customer complaints promptly and professionally. • Monitor and analyze customer volume and revenue trends and report findings to the Sales team. • Maintain comprehensive records of customer interactions, feedback, and service performance. • Ensure staff are equipped with tools and training to deliver exceptional customer service. • Generate weekly reports on Customer Service activities and service quality; collaborate with overseas teams to ensure consistency and alignment.

Education & Experience: • Bachelor’s degree or higher from a recognized university. • Minimum of 3 years of experience in the logistics/forwarding industry, with in-depth operational knowledge. • At least 1 year of experience in team management or supervisory roles. • Proficiency in logistics systems related to bookings, documentation, shipping insurance, and intranet tools. • Familiarity with our client’s services is a plus.
Skills & Abilities: • Proficient in MS Office applications (Outlook, Excel, Word, PowerPoint). • Upper-intermediate English proficiency (other languages such as Japanese, Chinese, or Korean are a plus). • Strong interpersonal and customer service skills with the ability to build long- term relationships. • Analytical thinker with a solution-focused approach to problem-solving. • Ability to work effectively under pressure in a fast-paced environment. • Excellent communication and cross-functional collaboration skills.