Customer Service Supervisor

3 days ago

Toronto, Ontario, Canada Neighbour Express Full time

Position Summary

This role leads NEIGHBOUR EXPRESS's customer service team with a focus on service quality and customer experience in the parcel and last-mile delivery
stages. You will oversee customer inquiries, delivery-status tracking, exception/failed-delivery handling, delay coordination, and after-sales support—ensuring a fast, professional, and transparent experience across the entire delivery journey. You will also collaborate closely with Operations, Dispatch, Drivers, Warehouse, and merchant clients to respond quickly and drive issues to closure.

Key Responsibilities

  • Lead and manage the customer service team; establish team goals, service standards, and performance KPIs.
  • Oversee the full parcel-delivery workflow (order intake, assignment, delivery, proof-of-delivery, and exception handling) to meet SLA timeliness and deliver great customer experience.
  • Monitor last-mile status; proactively follow up on delays, missing parcels, misroutes, and other exceptions; coordinate with Dispatch and Driver teams for timely resolution.
  • Establish an exception-response mechanism so customers receive prompt status updates and clear solutions.
  • Maintain proactive communication with merchant clients, end customers, and logistics partners; provide progress reports and resolution outcomes.
  • Consolidate and analyze customer feedback, delivery data, and service metrics (e.g., CSAT, complaint rate, on-time delivery rate); report regularly to management.
  • Optimize CS processes, scripts, and system usage to improve delivery transparency and customer experience.
  • Organize training and performance coaching to strengthen skills in parcel tracking, complaint handling, and customer communications.
  • Ensure compliance with company policies on safety, data protection, and information security.

Qualifications

  • Fluent in English and Chinese; French is considered an asset.
  • College diploma or above; majors in Logistics, Supply Chain, Customer Service Management, or Business Administration preferred.
  • 5+ years in customer service/after-sales management, including 2+ years in logistics/courier/delivery (last-mile preferred) in a leadership role.
  • Familiar with delivery operations and related systems (orders, labels, POD, exceptions, returns, billing/settlement) and cross-functional collaboration.
  • Excellent communication and conflict-resolution skills; strong customer focus and results orientation; able to work under pressure.
  • Data-driven; proficient with Excel or reporting/analytics tools; experience configuring/optimizing CRM or CS systems is a plus.
  • Proven team-building and talent-development experience; able to define and land performance targets and training plans.
  • Fundamental compliance/risk awareness with attention to data security and customer information protection.

Compensation

  • Salary:
    CA$45K-55K/annual

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