CSR Supervisor

apartmentCrest Forwarder, Inc. placeNavotas scheduleFull-time calendar_month5/1/26

Key Responsibilities

Supervise and manage daily CSR operations for domestic freight shipments
Coach and upskill CSRs to meet expert-level service and operational standards
Handle complex and escalated customer cases and ensure timely resolution
Monitor and analyze service KPIs (response time, accuracy, complaints, customer satisfaction)
Drive continuous improvement initiatives for service quality and operational efficiency
Prepare service performance reports and recommend corrective and preventive actions
Ensure compliance with company policies, SLAs, and quality standards

Qualifications (Competency-Aligned)

Bachelor’s degree in Business, Logistics, Supply Chain, or related field
2-3 years of experience in a supervisory or team lead role in freight forwarding or logistics customer service
Strong working knowledge of domestic freight forwarding processes
Excellent communication, leadership, and analytical skills
Proficiency in MS Office and freight or logistics management systems

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