Japanese Bilingual Customer Service Supervisor - Logistics/ Freight Forwarding

Position: Japanese Bilingual Customer Service Supervisor - Logistics/ Freight Forwarding

Location: Torrance, CA

FLSA: Exempt, Full-time

Report to: Manager, Customer Service

Industry: Logistics/ Freight Forwarding

SUMMARY

An international logistics/ freight forwarding company is looking for a Japanese Bilingual Customer Service Supervisor to ensure exceptional customer satisfaction by overseeing and managing a team of customer service representatives. The Customer Service Supervisor will be responsible for maintaining a high standard of service delivery, resolving complex customer issues, providing instructions to the warehouse team, addressing customer inquiries, creating internal documents, overseeing essential clerical functions, and managing a range of specific duties within the logistics and freight forwarding operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES INCLUDE BUT NOT ARE LIMITED TO:

• Lead and mentor a team of customer service representatives, fostering a positive and collaborative work environment.

• Conduct regular team meetings, performance reviews, and provide constructive feedback for continuous improvement.

• Manage incoming phone calls and emails from customers and subcontractors.

• Resolve complaints and claims, ensuring customer satisfaction.

• Coordinate customer inquiries and orders with the Warehousing Operation Department.

• Provide instructions to the warehouse team for efficient order fulfillment and shipment processing.

• Provide quotations to customers and rates to other branches.

• Maintain selling rates, monitoring and negotiating costs/selling rates to maximize profit while ensuring customer satisfaction.

• Track shipments and communicate shipment status to customers.

• Handle daily shipment arrangements, including scheduling pickups and deliveries, preparing warehousing operation documents, sending pre-alert documents, tracing shipment status, and providing inquiry information with entry documents.

• Update shipment status, offer quotes, and prepare necessary information and documents for import shipments.

• Issue invoices to customers based on mutually agreed quotations.

• Maintain a steady billing cycle for clients, monitoring invoice statuses, and informing customers of outstanding invoices with backup documents as needed.

• Supervise subordinate employees and provide support when necessary.

• Assume a managerial role in the absence of the Manager.

• Seek continuous improvement in work processes for increased efficiency and cost-effectiveness.

• Uphold high ethical standards in the workplace.

• Report irregular issues and problems to the Manager for resolution.

• Maintain effective communication with supervisors, coworkers, and external contacts.

• Ensure compliance with all company policies and procedures.

• Maintain a clean and safe working area and organize data and documents.

• Perform special projects and other miscellaneous duties as assigned by the Manager.

QUALIFICATIONS:

• Proven experience in a customer service leadership role within the logistics/freight forwarding industry.

• Strong understanding of logistics and freight forwarding processes.

• Excellent communication, leadership, and problem-solving skills.

• Proficiency in relevant software and customer relationship management (CRM) tools.

• Ability to work in a fast-paced environment and handle stressful situations with composure.

• Detail-oriented with a focus on continuous improvement.

The base pay range above represents the low and high end of the base compensation range we reasonably expect to pay for this position. Actual base compensation will vary and may be above or below the range based on various factors including, but not limited to, geographic location, actual experience, and job performance. This job posting is not a promise of any specific pay for any specific employee.

The range listed is just one component of the total compensation package for our employees. Based on the details of your position, we provide a variety of benefits to our employees, including medical, dental, and vision plans, pre-tax savings plans, pre-tax parking and commuter plans, supplemental health and welfare plans, a retirement savings plan, an employee assistance program, pet insurance, and paid holidays. Other rewards may include short-term incentives and paid time off.

After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.