Import Customer Service Manager – Sea Freight

Key Responsibilities:

1. Customer Service Management

• Lead and manage the Sea Freight Import Customer Service Team.
• Ensure timely and professional responses to customer inquiries, requests, and complaints.
• Build and maintain strong relationships with key customers.
• Monitor customer satisfaction and implement improvements where required.
• Act as the escalation point for critical customer and shipment issues.
• Ensure customers receive accurate and timely shipment updates.

2. Import Shipment Management

• Oversee the end-to-end customer service process for sea freight import shipments.
• Monitor shipment status from pre-arrival through delivery.
• Coordinate with Shipping Team, Overseas Agents, Customs Brokers, Transport Providers, Warehouses, and internal operations teams.
• Ensure accurate handling of Arrival Notices, Bills of Lading, Delivery Orders, and other import documentation.
• Monitor vessel schedules, transshipment, delays, container availability, and delivery arrangements.
• Ensure timely follow-up on customs clearance and cargo delivery.

3. Team Leadership

• Supervise, coach, and develop Customer Service Staffs.
• Allocate workloads and monitor individual and team performance.
• Establish KPIs, service standards, and performance targets.
• Conduct regular team meetings and performance reviews.
• Identify training needs and provide coaching to improve team capability.
• Performance Management System (Balance People and Performance).
• Promote teamwork and effective communication between Customer Service and Operations.

4. Operational Control & Process Improvement

• Monitor daily import shipment activities and ensure compliance with company procedures.
• Identify service failures, operational risks, and recurring issues.
• Develop and implement corrective and preventive actions.
• Improve processes to increase efficiency, reduce errors, and improve customer experience.
• Monitor and control operational costs related to customer service activities.
• Ensure accurate and timely data entry into the company's systems.

5. Documentation & Compliance

• Ensure import documentation is complete, accurate, and submitted within required deadlines.
• Monitor compliance with customs, shipping line, company, and regulatory requirements.
• Ensure proper handling of documentation discrepancies and shipment exceptions.
• Maintain accurate records and support internal and external audits when required.

6. Coordination & Communication

• Work closely with Sales Teams to support customer requirements.
• Coordinate with overseas offices and agents regarding shipment instructions and exceptions.
• Liaise with Finance regarding billing, credit issues, outstanding charges, and customer accounting matters.
• Coordinate with Operations and Transport teams to ensure smooth cargo delivery.
• Provide management with regular reports on shipment status, customer issues, KPIs, and service performance.

Qualifications & Experience:

• 5 – 8 years of experience in Freight Forwarding/Logistics, with strong experience in Sea Freight Import.
• Previous experience of managing or supervising a Customer Service Team.
• Good knowledge of import procedures, shipping documentation, customs clearance, and international freight processes.
• Experience working with shipping lines, overseas agents, customs brokers, and transport providers.
• Strong customer relationship management and problem-solving skills.
• Good command of English and local language, both written and spoken.
• Proficiency in Microsoft Office and logistics/freight forwarding systems.