Customer Service Supervisor Job in Kenya - Syokimau ICD

Customer Service Supervisor.

Leading service team operations, resolving client escalation issues, and maintaining performance SLAs, requiring a Business Administration Degree and 5+ years logistics customer service experience.

Job Purpose

  • To supervise the Customer Service team and ensure efficient, professional and proactive service delivery to all Syokimau ICD customers. The role is responsible for coordinating day-to-day customer service activities, managing key customer accounts, resolving service issues, maintaining strong client relationships and ensuring effective coordination between customers and internal operational teams.

Key Responsibilities

Customer Service Supervision

  • Supervise, guide and coordinate Customer Service Representatives.
  • Allocate duties and ensure adequate coverage across shifts, weekends and peak operating periods.
  • Monitor CSR performance, responsiveness, professionalism and quality of customer communication.
  • Ensure customer enquiries and requests are acknowledged and resolved within agreed timelines.
  • Conduct regular team briefings and escalate performance or service gaps where necessary.

Key Account Management

  • Serve as the primary relationship contact for assigned key and strategic customers.
  • Develop a clear understanding of each key account\’s business volumes, service requirements and expectations.
  • Conduct regular customer engagement and service review meetings.
  • Monitor customer volumes, service performance, complaints and emerging business opportunities.
  • Coordinate internally to ensure commitments made to key accounts are delivered.
  • Support retention and growth of existing customers through proactive relationship management.
  • Identify declining volumes or inactive customers and coordinate appropriate recovery actions with the Commercial team.

Customer Experience & Service Delivery

  • Ensure customers receive timely updates on cargo status, documentation, verification, gate passes, deliveries and other service requirements.
  • Proactively identify potential delays and communicate with customers before escalation.
  • Monitor the end-to-end customer experience from cargo nomination/arrival through clearance and exit.
  • Drive continuous improvement in customer service standards and processes.
  • Maintain professional and consistent communication across email, telephone, WhatsApp and face-to-face engagements.

Complaint Management & Service Recovery

  • Maintain a register of customer complaints, queries and service failures.
  • Investigate complaints in collaboration with Operations, Finance, Customs/Bonded Warehouse and other relevant departments.
  • Ensure complaints are resolved within agreed timelines and customers receive formal feedback.
  • Identify recurring complaints and recommend corrective and preventive actions.
  • Escalate major customer-impacting issues promptly to management.

Internal Coordination

  • Work closely with Terminal Operations, Warehouse, Finance, Sales/Commercial, Security, KRA/KPA liaison teams and other departments to resolve customer issues.
  • Follow up on pending operational actions affecting customer service.
  • Ensure customers are properly informed of applicable processes, statutory requirements and charges to minimize disputes.
  • Participate in daily operational meetings and highlight customer-impacting issues requiring intervention.

Customer Reporting & Performance Monitoring

  • Prepare daily, weekly and monthly Customer Service reports.
  • Maintain and report on key account performance, customer volumes, complaints and service issues.
  • Track customer service KPIs and recommend corrective action where targets are not achieved.
  • Maintain updated customer contacts and account information.

Key Performance Indicators (KPIs)

  • Customer complaint resolution turnaround time.
  • Customer satisfaction and service quality.
  • Response time to customer enquiries.
  • Key account retention and volume performance.
  • Number and quality of key account engagements/service reviews.
  • Reduction in recurring customer complaints.
  • Timeliness and accuracy of customer communication.
  • CSR team performance and productivity.
  • Timeliness and accuracy of Customer Service reports.
  • Effectiveness of cross-functional resolution of customer issues.

Qualifications & Experience

  • Bachelor’s degree in Business Administration, Customer Service, Logistics, Supply Chain Management, Marketing or a related field.
  • Minimum 5 years’ experience in Customer Service, Logistics, CFS/ICD, Shipping, Freight Forwarding or a related environment.
  • Previous supervisory/team leadership experience preferred.
  • Experience in Key Account Management and customer relationship management is an advantage.
  • Good understanding of CFS/ICD operations, cargo clearance and logistics processes.

Key Competencies

  • Strong customer orientation, leadership and team supervision, relationship management, communication and interpersonal skills, problem-solving, conflict resolution, commercial awareness, attention to detail, reporting and analytical capability, sense of urgency, accountability and ability to coordinate effectively across multiple departments.

How to Apply

Interested and qualified candidates should forward their CV to: careers@syokimauicd.com using the position as subject of email.