CSR Supervisor

5 days ago

Makati City, National Capital Region, Philippines Freight Management Worldwide Services Full time ₱900,000 - ₱1,200,000 per year

1. Team Supervision and Development

- Oversee daily customer service operations to ensure prompt and accurate handling of client concerns.

- Train, coach, and motivate the team to meet performance goals and maintain service quality.

- Track key performance metrics such as response time, resolution rate, and customer satisfaction.

- Minimum 1–2 years of supervisory or team leadership experience is required.

2. Customer Relationship Management

- Serve as the main escalation point for customer issues and ensure timely resolutions.

- Build strong client relationships through proactive communication and reliable after-sales support.

- Coordinate with Operations and Brokerage teams for shipment updates, documentation, manifesting, and pricing.

- Experience in freight, logistics, or transport industry is essential.

3. Manifesting and Pricing

- Prepare and review shipment manifests and ensure accuracy of data prior to dispatch or customs submission.

- Compute, validate, and release pricing or quotations in coordination with Operations and Sales teams.

- Monitor cost efficiency while maintaining competitive pricing standards.

- Ensure manifests and rate computations comply with company policies and client agreements.

4. Communication and Coordination

- Liaise with Operations, Brokerage, Sales, and Accounting to align customer requirements with operational and pricing goals.

- Maintain clear communication channels and ensure timely updates to clients.

- Participate in service reviews, feedback sessions, and continuous improvement initiatives.

5. Process Improvement and Compliance

- Identify process gaps and implement improvements for efficiency and service quality.

- Ensure compliance with company policies, industry regulations, and pricing standards.

- Contribute to documentation and best practices in customer support.

6. Reporting and Analysis

- Generate and analyze reports on manifests, pricing accuracy, and team performance.

- Use insights to improve customer service delivery and cost-effectiveness.

Qualifications
  • Bachelor's Degree in Business Administration, Logistics, or related field. (Licensed is an advantage).
  • 3–5 years of experience in customer service or client relations, preferably in freight forwarding or logistics.
  • Minimum 5+ years of customer service experience is required.
  • Strong leadership, communication, and problem-solving skills.
  • Customer-focused with the ability to multitask in a fast-paced environment.
  • Proficient in MS Office and CRM systems.
  • In-depth hands-on experience in Freight Forwarding, Supply Chain, and Logistics Industries.

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