Client Services Supervisor

The Client Services Supervisor supports the National Client Services Manager in overseeing the daily operations of the client services team. This role carries a strong focus on coaching and developing team members, maintaining accountability to performance KPIs and SLAs, and managing a smaller portfolio of client accounts. The Supervisor ensures that service delivery meets company standards and promotes a culture of continuous improvement and high performance.

What you’ll be doing:

• Lead, coach, and inspire a team of Client Service Representatives, building capability and driving high performance through regular feedback and development
• Oversee day-to-day operations to ensure tasks are delivered accurately, efficiently, and within agreed timeframes
• Proactively identify gaps in skills, resourcing, or processes—and implement practical solutions
• Act as a key escalation point for clients, ensuring issues are resolved quickly and professionally
• Manage a portfolio of client accounts, focusing on service excellence, retention, and identifying growth opportunities
• Partner closely with internal teams to ensure alignment on service delivery, onboarding, and ongoing client expectations
• Monitor team performance, SLA adherence, and customer satisfaction metrics—using data to drive improvements
• Support onboarding of new clients and team members, ensuring smooth integration and ongoing success

Qualifications, Skills & Experience

• Minimum 2+ years' experience in a supervisory or client service role within freight forwarding or logistics.
• Strong working knowledge of international trade, shipping procedures, and client onboarding.
• Demonstrated ability to coach teams, troubleshoot issues, and uphold service standards.
• Excellent interpersonal skills with a focus on relationship development and client satisfaction.

Why Mondiale VGL?

• Join a company that values growth, balance, and inclusivity — where your voice and ideas matter.
• Be part of a diverse, supportive team that celebrates success together.
• Gain exposure to global supply chains and develop skills that can propel your logistics career anywhere in the world.
• Benefit from ongoing training, career progression pathways, and recognition for outstanding work.

We believe our people are our greatest strength — and the diversity of our team is central to how we grow and succeed. We’re committed to building an inclusive culture where everyone feels respected, supported, and able to thrive. With operations spanning the globe, we know we’re better together when our team reflects the diversity of the communities and customers we work with every day.