Supervisor, Customer Service and Support

About the role

This role manages a group of operational employees and is responsible for people management and service delivery to customers. It covers managing operational KPIs, handling customer inquiries about shipments, and overseeing documentation and billing.

Key responsibilities

• Operational: give regular updates to the manager, answer customer shipment questions by phone and email, pull data from systems for reporting, determine KPIs to drive team performance, escalate problems, review customer performance and work on corrective actions, and oversee timely documentation and billing.
• Business processes: review and streamline procedures, ensure compliance with internal and external policies and regulations, support implementation processes, liaise across teams, build relationships with stakeholders and local vendors, and evaluate the Business Continuity Plan.
• Leadership: manage daily workflow, recruit, train and develop a team of 10 to 15 people, plan schedules, delegate work, give performance feedback, prepare reports for local and regional management, empower team members to solve customer problems, and back up colleagues on escalations.

Required profile

• At least 5 years of hands-on experience in logistics, freight forwarding or a related sector.
• Proven track record of managing and supervising a team of 10 to 15 people.
• Strong knowledge of international supply chain flows, documentation procedures and local carrier, forwarder and CFS operations.
• Working knowledge of local customs and transport regulations.
• Professional written and spoken English and strong communication skills.

What we offer

• Monthly basic salary and 13th-month salary.
• Annual cash bonus and NSSF coverage (100%).
• Health and accident insurance covering spouse and children, medical claims and annual health check-up.
• Fast-paced work environment, access to global training and compliance with Cambodian labour law.