Job Title: Customer Service Supervisor
Industry: Logistics
Location: Nairobi
Job Summary
We are seeking an experienced Customer Service Supervisor to lead and support the customer service team within a fast-paced logistics environment. The role is responsible for ensuring exceptional customer support, efficient handling of shipments and inquiries, team performance management, and maintaining high service delivery standards.
The ideal candidate should have strong leadership skills, experience in logistics or courier operations, and the ability to manage customer relationships while coordinating with operations teams
Key Responsibilities
Supervise and support the customer service team to ensure excellent service delivery.
Handle escalated customer complaints, shipment issues, and service recovery.
Monitor shipment tracking, delivery timelines, and customer communication.
Ensure timely response to customer inquiries via phone, email, and other communication channels.
Coordinate with warehouse, transport, and operations teams to resolve logistics challenges.
Prepare customer service performance reports and KPIs.
Train, coach, and mentor customer service representatives.
Ensure compliance with company policies, SLAs, and operational procedures.
Maintain strong relationships with key clients and stakeholders.
Monitor team productivity, attendance, and service quality standards.
Identify process improvement opportunities to enhance customer experience.
Support implementation of customer service strategies and operational excellence initiatives.
Requirements:
Bachelor’s degree in Business Administration, Logistics, Supply Chain, or related field.
Minimum 3–5 years’ experience in customer service within logistics, courier, freight forwarding industry.
At least 1–2 years in a supervisory or team lead role.
Strong understanding of logistics operations and shipment processes.
Excellent communication and problem-solving skills.
Proficiency in CRM systems and Microsoft Office Suite.
Ability to work under pressure in a fast-paced environment.
Strong leadership and team management skills.
Experience working with international logistics standards is an added advantage.