What are the responsibilities and job description for the Customer Service Supervisor position at SEKO Logistics ?
Job Description :
Key Responsibilities :
Customer Service Management :
Supervise and lead the customer service team, providing training, guidance, and performance feedback. Act as the primary point of contact for key clients, addressing concerns and maintaining strong relationships. Monitor and manage customer inquiries, complaints, and escalations to ensure timely and effective resolution. Oversee order processing, shipment tracking, and service requests to ensure accuracy and efficiency. Develop and implement customer service policies and best practices to improve client satisfaction. Operational Coordination :
Collaborate with warehouse and transportation teams to ensure seamless execution of logistics services. Work closely with inventory control, shipping, and receiving teams to address service issues and discrepancies. Ensure that customer service representatives accurately communicate stock availability, shipping timelines, and delivery updates. Participate in regular meetings with warehouse and operations teams to align customer service goals with overall business objectives. Process Improvement & Reporting :
Analyze service metrics, order fulfillment rates, and customer feedback to identify areas for improvement. Implement process enhancements to optimize customer interactions and service efficiency. Prepare reports on customer service performance, including KPIs such as response times, resolution rates, and customer satisfaction scores. Ensure compliance with company policies, industry regulations, and client service agreements. Technology & System Utilization :
Utilize Warehouse Management Systems (WMS) tools to monitor service activities. Ensure accurate data entry and maintenance of customer records in relevant systems. Train team members on software and technology updates to improve workflow efficiency. Team Leadership & Development :
Lead by example in delivering excellent customer service and problem-solving. Conduct regular performance reviews, set goals, and develop action plans for team growth. Foster a positive and collaborative work environment that encourages teamwork and high performance. Qualifications & Skills :
Required :
Previous experience in customer service, preferably within a 3PL, logistics, or warehouse environment. Strong leadership and supervisory skills, with experience managing a team. Excellent communication and interpersonal skills to effectively interact with clients and internal teams. Proficiency in WMS, TMS, and CRM software. Strong problem-solving and conflict resolution abilities. Ability to multitask, prioritize, and work in a fast-paced environment. Attention to detail and strong organizational skills. Preferred :
Bachelors degree in Business, Logistics, Supply Chain Management, or a related field. Knowledge of freight forwarding, transportation, and supply chain operations. Experience with data analysis and reporting tools. Work Environment & Schedule :
Typically operates in an office setting within a warehouse environment. May require occasional on-site presence in the warehouse to coordinate service activities. Standard business hours with occasional overtime or weekend work based on operational needs. SEKO Worldwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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