Costumer Service Manager

Key Responsibilities

1. Customer Service Management

• Lead, train, and supervise the Customer Service team handling import/export air and ocean shipments.
• Ensure the team provides prompt, accurate, and professional responses to customer inquiries.
• Oversee shipment progress and proactively communicate any delays or issues to customers.
• Maintain strong relationships with key clients to ensure long-term satisfaction and retention.

2. Operational Coordination

• Coordinate closely with Operations, Sales, Documentation, and Finance teams to ensure smooth end-to-end shipment processes.
• Monitor booking, shipment tracking, documentation, and billing processes to ensure accuracy and timeliness.
• Support the resolution of any operational or documentation discrepancies.

3. Performance & Process Improvement

• Set and monitor KPIs for the Customer Service team (response time, complaint handling, shipment accuracy, etc.).
• Identify service gaps and initiate process improvements to enhance efficiency and customer experience.
• Regularly review and update SOPs in line with company standards and industry best practices.

4. Customer Issue Resolution

• Handle escalated customer complaints in a professional and solution-oriented manner.
• Investigate root causes and implement corrective actions to prevent recurrence.
• Ensure proper documentation of all issues and resolutions.

5. Reporting & Communication

• Prepare regular performance and service quality reports for management.
• Participate in management meetings and contribute to service and operational strategy discussions.
• Support sales and management teams in client meetings or presentations when required.