Customer Service Supervisor

The Customer Service Supervisor is responsible for being a bridge between existing customers for daily communication, overseas agents, and operation team. Additionally, they account for interacting with customers to provide and process information in response to inquiries, concerns, and requests about products and services and have a spirit of sales support.

► Solution:

- Consult to customers about KWE’s service, sell KWE's products, including Ocean, Air, CBT, Warehousing, and VAS Services for both inbound and outbound shipments, propose ideas/solutions/countermeasures and make material for these proposals to customers.

- Set up SOP with customers and become a window to connect the internal team and customers.

The most important is to understand the desires of customers then have guidelines (by email and

byF2F meeting) to the internal team to meet customer needs correctly with sales PIC

- Take care of the quotation/RFQ/bidding request, AE/OE/OI/AI…,

- Make the QBR with VIP customers and F2F meetings to explain in detail.

- Have an analysis of market trends, refer information from the product then update Market & logistics News to customers.

- Make service contracts with customers, with final responsibility belonging to the Sales and Marketing PIC

- Monitor AR with customers, with final responsibility belonging to the Sales and Marketing PIC.

- Make the reports at the end of the month about the performance of volume/revenue/profit, analysis the trend of customer volume in the next month.

► Operation:

- Handle and resolve customer complaints.

- Obtain and evaluate relevant information to handle product and service inquiries.

- Verify customers and manage their accounts.

- Keep records of customer interactions and transactions.

► Customer satisfaction:

- Analysis results of customer satisfaction surveys, review and discuss with related parties to

improve not good points for the next terms

► Others:

- Perform other tasks as assigned by the superiors.

- Regularly monitor emails and respond promptly to messages with the necessary information

within 24 hours of receiving the initial inquiry.

► Education and experience:

• Bachelor or higher education degree in a relevant field.

• Training or certifications with demonstrated experience or expertise in the forwarding and logistics industry processes and practices.

• Hands-on experience in executing all aspects of operational procedures efficiently.

► Required skills and abilities:

• Summary issue and report

• Supervise team members under the instruction of the direct manager

• Good at MS Office (Word, Excel, PowerPoint).

• Fluency in English. Excellent verbal and written communication skills, with an emphasis on active listening.

• Ability to work well under pressure and manage multiple tasks simultaneously.

• High attention to detail, accuracy, and the ability to proofread and edit work.

• Customer-focused with a strong customer service orientation.

• Flexibility and adaptability to change.

• Proactive and self-starter with initiative and problem-solving skills.

► Working Conditions and Benefits:

• Working Place: TTC Building, No. 19, Duy Tan Street, Cau Giay Dist, Hanoi City

• Working time: Monday to Friday, from 8:00 AM to 5:35 PM

• Annual Leave: 12 days/year (after probation time)

• Net salary: Negotiable (13 months a year plus Tet bonus & Annual performance bonus)

• Annual Salary Increase: once per year

• Performance Assessment: twice per year (fixed in April and October)

• Insurance: 24 hours’ Accident Insurance, 100% Social Insurance, Health Care Insurance

• Others: International working environment with many opportunities for learning and development, training courses, company trip, etc.