# Customer Service Supervisor Job Syokimau ICD Canonical URL: https://primejobalerts.com/jobs/customer-service-supervisor-job-syokimau-icd Company: Syokimau ICD Category: Information & Communication Technology Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-09-16 Expires: 2026-10-31 ## Job Description Customer Service Jobs. Syokimau ICD Jobs. 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. ## Requirements Apply by email: careers@syokimauicd.com ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.