Customer Services Supervisor

Responsibilities

• Supervise daily customer service activities for tier-one e-commerce clients within a contract logistics facility.
• Ensure timely and accurate handling of enquiries regarding orders, returns, inventory, and delivery exceptions.
• Act as the primary on-site escalation point for complex customer issues and client representatives.
• Lead, coach, and develop a team of customer service coordinators to ensure consistent service delivery.
• Monitor customer service KPIs, including response times, resolution accuracy, and client satisfaction.
• Prepare and validate client performance reports, dashboards, and exception summaries.
• Coordinate communication between clients, warehouse operations, and transport teams to meet contractual SLAs.
• Identify operational inefficiencies and participate in continuous improvement initiatives.

Requirements

• Minimum 5 years of related experience in customer service or client operations.
• Proven experience supervising or leading an operational team.
• Strong understanding of SLA-driven service environments, ideally within contract logistics or e-commerce.
• Proficiency with WMS (Warehouse Management Systems) or ticketing systems.
• High School diploma or equivalent; a Bachelor's degree is preferred.
• Excellent communication and stakeholder management skills.
• Ability to work under pressure in a fast-paced, client-embedded environment.

About the Company

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries, providing individual services that address our clients' complex logistics challenges.