Customer Service Supervisor

Join Our Team

We are looking for an experienced and customer-focused Customer Service Supervisor to lead our Customer Service team in Bangkok. This role is ideal for a logistics professional who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences while leading and developing high-performing teams.

As a key member of our operations team, you will oversee daily customer service activities, ensure service excellence, support team development, and work closely with cross-functional stakeholders to provide outstanding visibility and communication throughout the shipment lifecycle.

What You'll Be Doing

• Lead and coordinate the day-to-day activities of the Customer Service Officer team.
• Ensure customer enquiries and requests are managed efficiently and professionally.
• Act as the first point of escalation for customer service issues and operational exceptions.
• Monitor shipment progress and ensure proactive communication regarding delays or disruptions.
• Review team outputs for quality, accuracy, and completeness.
• Track and report customer service performance metrics and KPIs.
• Coach, mentor, and develop team members to achieve high performance.
• Support onboarding and training of new employees.
• Collaborate with Booking, Documentation, and Operations teams to resolve customer and operational issues.
• Maintain and improve customer service processes and standard operating procedures.
• Participate in customer reviews, calls, and service discussions as required.

Who We're Looking For

Required Qualifications

• Minimum 3 years of customer service experience within freight forwarding, logistics, or supply chain operations.
• Previous experience in a supervisory, team leader, or senior customer service role.
• Strong understanding of the FCL ocean freight shipment lifecycle.
• Excellent communication skills in both Thai and English.
• Strong problem-solving and organizational skills.
• Ability to manage multiple priorities while maintaining service excellence in a dynamic environment.

Preferred Qualifications

• Experience with Cargoo or similar freight management platforms.
• Background working within a control tower or centralized customer service environment.

What Success Looks Like

In this role, success will be measured through:

• Achievement of customer response time targets.
• Proactive communication of shipment exceptions.
• Customer service KPI attainment.
• Accuracy and quality of customer-facing communications.
• Team productivity, attendance, and quality performance.

Why You Should Join Us?

• Opportunity to lead and develop a growing customer service team.
• Dynamic and international logistics environment.
• Collaborative culture with strong operational support.
• Meaningful impact on customer satisfaction and business success.

Ready to take the next step in your logistics career? We would love to hear from you. Apply today and help us deliver exceptional customer experiences every day.