Customer Service Supervisor

Lionheart Freight; Singapore; On-site; SGD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Career growth

Work-life balance

Job summary

Lionheart Freight in Singapore is seeking an experienced Customer Service Supervisor to lead our combined support and execution teams. This full-time, hands-on role oversees day-to-day customer service and cargo execution, mentors staff, and serves as the primary escalation point for complex client and operational challenges.

You will collaborate with operations, logistics, and documentation teams to streamline workflows, monitor performance, ensure compliance, and deliver actionable insights to

Qualifications

• 3–5 years combined experience in customer service and operations within freight forwarding or logistics
• At least 1 year in a supervisory role
• Fluent English and Chinese required
• Strong knowledge of freight forwarding processes and shipping documentation

Responsibilities

• Supervise and coach customer service team to achieve high performance
• Oversee daily inquiries via phone, email, and digital channels
• Handle complex client escalations and resolve issues efficiently
• Monitor workflows, processing speeds, and documentation accuracy for shipments and bookings
• Collaborate with operations, logistics, and documentation teams to streamline workflows
• Conduct performance reviews and implement continuous improvement initiatives
• Maintain compliance standards for customer records, billing, and shipping paperwork
• Generate periodic performance reports and provide operational insights to management

Skills

Bilingual English Chinese

Leadership

Problem solving

Organizational skills

Customer service

Tools

Microsoft Office

ERP systems

Logistics software

Job description

We are seeking an experienced Customer Service Supervisor to lead our combined support and execution teams at our Singapore office. In this full-time, hands-on role, you will oversee day-to-day customer service and operational workflows, mentor team members, and ensure seamless end-to-end cargo execution. You will act as the key escalation point for complex client and operational hurdles while driving efficiency across our supply chain processes.

Key Responsibilities

• Supervise, mentor, and coach the customer service team to achieve high performance and service standards
• Oversee daily inbound and outbound inquiries across telephone, email, and digital channels
• Handle complex client escalations and resolve service issues efficiently and professionally
• Monitor team workflows, processing speeds, and documentation accuracy for shipments and bookings
• Collaborate closely with operations, logistics, and documentation teams to streamline workflows
• Conduct performance reviews, identify training gaps, and implement continuous improvement initiatives
• Maintain robust compliance standards for all customer records, billing, and shipping paperwork
• Generate periodic performance reports and provide operational insights to management

What We're Looking For

• Minimum 3 to 5 years of combined experience in customer service and operations within the freight forwarding or logistics sector, with at least 1 year in a supervisory role
• Strong bilingual proficiency in English and Chinese to liaise effectively with diverse regional stakeholders and overseas agents
• Comprehensive, hands-on knowledge of freight forwarding processes, shipping documentation, and local/international customs procedures
• Exceptional problem-solving abilities and a calm, decisive approach under tight operational deadlines
• Strong organizational skills with the capacity to manage competing priorities in a fast-paced environment
• Proficiency in Microsoft Office applications and high comfort levels with industry-standard logistics software and ERP systems
• Collaborative leadership style with a genuine passion for staff development and team motivation

What We Offer

• Competitive salary package commensurate with experience and leadership qualifications
• Career growth opportunities within an expanding international freight forwarding organization
• Comprehensive health, medical, and wellness benefits
• Collaborative, supportive workplace culture emphasizing work-life balance
• Ongoing professional development and leadership training opportunities