PR/122989 | Customer Services Manager

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).