Client Service Supervisor Job

Summary

The Client Service Supervisor is responsible for overseeing client-facing operational quality, ensuring service standards are met, and coordinating cross-functional activities between operations, warehouse teams, and external clients. This role monitors service performance, resolves escalated issues, implements SOP improvements, and provides guidance to staff to maintain high-quality client service and operational compliance.

Job Description
Job Type: Full-time, permanent
Salary & Hours: $74880/year 40 hours/week
Start Date: ASAP
Work Location: Mississauga, ON
Language: English
Benefit: Dental, Vision, Medical insurance, Paid Holiday, Paid Time Off, Paid Sick Leave, Management training program

Scope and Impact of Job

Budget and/or Revenue Responsibilities
Supports operational cost control by monitoring service failures, preventing rework, and reducing loss/damage incidents.
Contributes to client retention and service stability through performance improvement and issue resolution.
Supervisory Responsibilities (Direct and Indirect)
Supervises client service associates and coordinates with operation supervisors on daily issue handling.
Provides training, performance feedback, and workflow guidance to team members.
Oversees compliance with SOPs, quality standards, and customer service procedures.
Other
Leads cross-department communication with Operations, Dispatch, IT, Product, and Warehouse teams.
Manages escalations from enterprise clients and internal stakeholders.
Supports new workflow launches, SOP rollouts, and process audits.

Primary Responsibilities (List in Order of Importance and List Amount of Time Spent on Task.)

1. Client Service & Escalation Management – 35Handle high-level client issues, service escalations, and operational exceptions.
Maintain communication with enterprise clients regarding service quality, delays, and corrective actions.
Ensure timely resolution of escalated tickets and service breakdowns.
2. Quality Monitoring & Performance Improvement – 25Monitor SLA, on-time performance, loss/damage rates, mis-sort incidents, and delivery quality.
Conduct root-cause analysis for recurring issues and propose corrective actions.
Lead implementation of new SOPs, process updates, and training plans.
3. Team Supervision & Training – 20Supervise client service associates, assign tasks, and review performance.
Provide guidance, training, and coaching to ensure adherence to service standards and SOPs.
Support onboarding of new employees and cross-functional workflow training.
4. Cross-Department Coordination – 15Collaborate with Sorting Facilities, Dispatch, Operations, and IT to resolve operational issues.
Ensure accurate information flow between warehouse teams and clients.
Participate in workflow planning and service improvement meetings.
5. Reporting & Documentation – 5Prepare service performance reports, exception summaries, and weekly operational insights.
Maintain accurate documentation, SOP updates, and quality audit records.

Required Knowledge and Experience (Knowledge and Experience necessary to do job)

Related Work Experience
2–3 years of experience in logistics, courier operations, client service, or quality control.
Experience in supervising service teams, managing escalations, and coordinating operations in a fast-paced environment.
Formal Education or Equivalent
Post-secondary diploma or degree in Business, Supply Chain, Operations Management, or related field; or equivalent work experience.
Skills
Strong leadership and communication skills.
Excellent problem-solving and analytical abilities.
Proficient in spoken English and written English.
Ability to interpret operational data and provide actionable recommendations.
Knowledge of courier operations, cross-border logistics, and service-level management.
Proficient in Excel, reporting tools, and ticketing/CRM systems.
Strong organizational skills with the ability to manage multiple priorities.
Other
Ability to work under pressure and handle urgent or escalated issues.
Detail-oriented with strong commitment to operational accuracy and quality.
Familiarity with SOP development, audit processes, and workflow optimization.

Please send cover letter and resume to: [email protected]