Customer Service Supervisor, Logistics/Transportation

• Ensure excellence in remote support for independent drivers, branches and clients, leading the team and operational processes with a focus on efficiency, integration and continuous improvement.
• Supervise a team of 17 people across 3 shifts, ensuring coverage 7 days a week;
• Manage Inbound and Outbound operations, ensuring service levels and customer satisfaction;
• Plan staffing schedules, monitor KPIs and propose process improvements;
• Operate within the CSO (Operational Support Center), ensuring alignment with strategic guidelines;
• Deliver internal training and perform branch/client visits for capacity building;
• Make decisive decisions under pressure and lead operational changes;
• Promote cross-functional integration, efficiency and productivity;
• Provide feedback with empathy and transparency, maintaining a safe and collaborative environment.

Requirements

• Bachelor’s degree (preferably in Business Administration, Logistics or related areas).
• Experience leading customer service teams or operational service teams, or leading projects and workstreams.
• Advanced Excel, advanced PowerPoint, functional Power BI.
• Intermediate knowledge of AI usage and applications.
• Intermediate English is desirable.
• Experience with TMS (preferably KMM) and customer service systems.
• Availability to travel.

Core Competencies

Demonstrates expertise in leading customer service and operational teams, with a strong focus on efficiency, process improvement, and team development. Proficient in utilizing advanced tools like Excel, PowerPoint, and Power BI to drive performance and decision-making.

Highest-signal resume keywords

• Team Leadership
• Customer Service Management
• Process Improvement
• Advanced Excel
• TMS Experience

ATS Optimization Keywords

Hard Skills

• Customer Service Management
• Operational Process Improvement
• KPI Monitoring
• Advanced Excel
• PowerPoint
• Power BI
• AI Applications
• TMS Knowledge
• Decision Making Under Pressure
• Staffing Schedule Planning

Soft Skills

• Empathy
• Collaboration
• Transparency
• Decisiveness
• Training Delivery

Industry Keywords

• Customer Satisfaction
• Operational Support Center
• Cross-Functional Integration
• Capacity Building
• Logistics

Tools & Technologies

• TMS
• Power BI
• Excel
• PowerPoint

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