Customer Service Supervisor

About The Company

West Tech Shipping is an international shipping and logistics company, operating in 11 countries across South America, the Caribbean, and the United States.

We are dedicated to getting your goods to you quickly, while consistently providing world-class customer service.

We pride ourselves on efficiency, dependability, and competitive pricing, all delivered by a team that values excellence and innovation.

About The Job

West Tech Shipping is seeking an experienced and hands-on Customer Service Supervisor to join our team in St. Lucia. This role is responsible for coaching, counselling, and training our customer service staff to deliver exceptional service to both internal and external customers, while building strong teams and shaping the behaviours needed to achieve results.

The ideal candidate is calm under pressure, knowledgeable of our products and services, and focused on getting customers the right solution the first time. This role is critical in ensuring exceptional customer service, staff retention, and maximum productivity within the team.

🛠️ Key Responsibilities

• Ensure the store opens promptly at the stipulated time every working day

• Ensure the store is clean and presentable at the start of each working day, reporting maintenance issues promptly

• Oversee and assess customer service staff activities, providing regular performance feedback

• Ensure proper delegation of tasks to achieve maximum operational efficiency

• Assist CSRs with duties where required

• Ensure a high level of customer service is provided at all times, acting as a liaison between customers and management

• Manage staff coverage and customer flow to maintain proficient service

• Monitor and authenticate returns, exchanges, and voids

• Investigate and resolve customer service complaints in a timely manner, escalating serious matters where necessary

• Schedule work hours and shifts for your team/location

• Perform weekly inventory counts/stock takes and report shortages or overages

• Maintain a safe and healthy work environment, enforcing organizational standards and legal regulations

• Ensure the package room and sea freight areas are properly maintained for fast package retrieval

• Work with your team to develop action plans that continuously improve service excellence and efficiency

• Apply a systematic, professional approach to establishing best-practice policies and procedures

• Inspire and encourage your team, fostering a culture of continuous improvement

• Manage all daily transaction receipts, petty cash, and End of Day cash management processes

• Ensure the store is properly secured before closing each day

About You...

🎓 Knowledge, Skills & Abilities

• Minimum of 2 years of proven experience as a Supervisor. Candidates with experience in a shipping or logistics role are highly preferred. Candidates with no experience leading teams will be automatically disqualified.

• Strong coaching and people development skills, with the ability to give constructive, performance-related feedback

• Strong interpersonal skills with empathy and patience in handling challenging interactions.

• Solid understanding of cash handling, cash reconciliation, and end-of-day balancing procedures

• Excellent problem-solving skills, with the ability to remain calm and professional during difficult customer interactions

• Strong organizational and time management skills, with the ability to multi-task and delegate effectively

• Flexible with the ability to work weekends as scheduled

• Disciplined, detail-oriented, and dependable

• Excellent written and verbal communication skills

• CXC passes in Mathematics and English