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Job ID : 1549665 Date Updated : July 8th, 2025

PR/122989 | Customer Services Manager

Location Indonesia, Jakarta Timur
Job Type Permanent Full-time
Salary Negotiable, based on experience

Job Description

Job Descriptions:

 

  • Act as the primary escalation point for complex customer issues, complaints, and service failures, ensuring timely and effective resolution.
  • Build and maintain strong, long-term relationships with key clients, understanding their needs and proactively identifying opportunities to enhance their experience.
  • Conduct regular business reviews with clients to discuss performance, gather feedback, and identify areas for improvement and growth.
  • Ensure consistent delivery of high-quality service, meeting and exceeding customer expectations and service level agreements (SLAs).
  • Oversee day-to-day customer service operations, including managing shipment inquiries, booking confirmations, tracking updates, documentation, and billing.
  • Ensure accurate and timely information flow between customers and internal departments (e.g., Operations, Sales, Finance).
  • Collaborate closely with operations, sales, and logistics teams to ensure seamless execution of shipments and resolve any operational challenges.
  • Monitor service performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and implement strategies for continuous improvement.
  • Identify and implement best practices to optimize customer service processes and enhance efficiency.
  • Ensure compliance with all relevant industry regulations, customs procedures, and company policies.

 

Job Requirements:

 

  • Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
  • Minimum of 7 years of experience in freight forwarding, with a strong background in customer service or operations (e.g., 5+ years).
  • Minimum of 3 years of experience in a supervisory or managerial role (e.g., 2+ years).
  • Proven leadership and team management skills, with the ability to motivate and develop a diverse team.
  • In-depth knowledge of international freight forwarding operations (air, ocean, road, rail), customs procedures, and industry regulations (e.g., Incoterms).
  • Excellent communication, interpersonal, and negotiation skills, both written and verbal.
  • Strong problem-solving and decision-making abilities, especially under pressure.
  • Proficiency in freight forwarding software (e.g., CargoWise One) and Microsoft Office Suite (Outlook, Teams, Word, Excel).

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General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level
Minimum Japanese Level Business Level
Minimum Education Level Associate Degree/Diploma
Visa Status No permission to work in Japan required

Job Location

  • Indonesia, Jakarta Timur

Work Conditions

Job Type Permanent Full-time
Salary Negotiable, based on experience
Industry Logistics, Storage

Job Category

  • Other > Other