Guatemala Customer Service Supervisor
Core
Operational management of assigned customers and supervision of service providers in international transportation and logistics.
Role type
Customer Service Supervisor (Logistics)
Builds
Reliable and timely shipment processes and delivery of agreed services
Domain
International Transportation, Logistics, Freight Forwarding
Deliverable
client delivery
Required skills
operations management, team leadership, coaching, KPI monitoring, SLA management, invoicing process control, data quality improvement, operational reporting, escalation management, change management, cost control
Preferred skills
commercial intelligence, sales call participation, transformation projects
Technologies
IOP/SOP systems, invoicing systems, operational reporting tools
Responsibilities
Ensure team adherence to standard processes and customer-specific SOPs; Monitor KPIs and ensure client SLAs are followed; Control invoicing process accuracy and timeliness; Maintain system updates and improve data quality; Generate operational reports for clients; Supervise shipment status communication to internal users; Resolve customer issues and engage stakeholders; Coach and appraise team members; Lead team to achieve performance targets; Conduct weekly operational reviews.
Seniority
Mid-level, hands-on IC