Supervisor - Customer Service

Key Responsibilities

1. Customer & Stakeholder Support

• Handle customer enquiries and provide timely updates on shipment, order and warehouse operational status.
• Act as the communication link between customers, warehouse operations, transporters and other relevant stakeholders.
• Follow up on pending requirements and ensure issues are communicated and escalated promptly.
• Maintain professional and effective communication with customers and internal teams.

2. Inbound Operations

• Receive and review inbound shipment information and required documentation.
• Coordinate with warehouse operations on incoming cargo and receiving activities.
• Ensure necessary shipment information is updated accurately in the relevant systems and trackers.
• Follow up and communicate any receiving discrepancies or exceptions.

3. Outbound Operations

• Receive and process outbound/customer orders.
• Coordinate with operations on cargo picking, preparation, stuffing/loading and shipment completion.
• Monitor shipment progress and highlight potential delays or operational constraints.
• Ensure required outbound documents and shipment information are prepared and communicated accordingly.

4. Exception Management

• Coordinate and report operational exceptions such as cargo shortage, damage, labelling issues, documentation discrepancies or inventory discrepancies.
• Follow up with customers/stakeholders for the required course of action.
• Coordinate with warehouse operations to ensure agreed recovery or corrective actions are carried out.
• Maintain proper records and supporting evidence for exceptions.

5. Documentation & System Updates

• Prepare, verify and maintain accurate operational documentation.
• Update relevant warehouse systems, shipment trackers and reports.
• Ensure documentation is complete and properly handed over between shifts.
• Maintain good record keeping for operational and customer requirements.

6. Inventory Support

• Monitor inventory-related enquiries and coordinate with operations when discrepancies are identified.
• Support inventory reconciliation and investigation where required.
• Ensure inventory-related reports are accurately communicated to relevant stakeholders.

7. Reporting & Billing Support

• Prepare and maintain required daily, weekly and monthly operational reports.
• Support billing preparation and verification of applicable operational charges.
• Ensure relevant supporting documents are available for billing and reporting purposes.

Night-Shift Rotation Responsibilities

The employee will participate in a weekly day/night shift rotation based on the operational roster.

During the night-shift assignment, the employee will:

• Serve as the Customer Service focal point for ongoing warehouse activities.
• Monitor inbound and outbound activities scheduled during the night shift.
• Coordinate closely with the night operations team on shipment priorities and customer requirements.
• Respond to urgent operational enquiries and exceptions.
• Escalate critical issues to the appropriate stakeholders when immediate attention is required.
• Monitor pending shipments and ensure time-sensitive activities are followed up.
• Maintain clear records of outstanding matters, exceptions and actions taken during the shift.
• Prepare a proper shift handover to the incoming day-shift Customer Service team.
• Ensure unresolved issues are clearly communicated with the latest status, action required and responsible party.

Key Competencies

• Good communication and stakeholder coordination skills.
• Strong attention to detail and documentation accuracy.
• Good understanding of warehouse inbound and outbound processes.
• Ability to priorities multiple operational requirements.
• Good problem-solving and follow-up skills.
• Able to work independently during night-shift coverage.
• Able to make timely operational escalations when required.
• Good handover and reporting discipline.
• Comfortable working in a fast-paced warehouse environment.

Requirements

• Degree or equivalent qualification in Logistics, Supply Chain, Business Administration or a related field.
• Previous experience in warehouse Customer Service, logistics or supply-chain operations is preferred.
• Familiarity with WMS, shipment tracking systems and Microsoft Office applications is an advantage.
• Willing and able to work on a weekly rotating day/night-shift schedule according to operational requirements.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
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