【Position】Customer Service Manager
Scope of Job
- The Customer Service Manager oversees the attainment of exceptional customer service, crafting and refining process evaluation frameworks, and driving initiatives to enhance customer service processes. They also oversee service quality and allocate resources for customer relationship management across the organization while guiding the Customer Service team.
- Responsibility / Job Description
- Supervise and trace Customer Service department workflow.
- Manage importation, exportation, customer shipments, and third party contractors.
- Act as primary escalation contact for Customers and liaise with other inter-departments and follow up on the service delivery to customers.
- Enhance service experience through delivering professionalism and understand the carrying needs and demands of each individual customer.
- Engage in targeted conversations that steer customers to solutions that address their needs.
- Evaluate operational policies, standards and procedures.
- Ensure the team provides excellent customer service and maintain strong relationship with clients, carriers and agents. Drive customer attraction and retention strategy to improve on customer loyalty.
- Influence stakeholders to grow relationships that assists in revenue generation in multiple verticals.
- Improve customer service experience, create engaged customers and facilitate organic growth.
- Lead, coach and manage operations staff in the Customer Service department.
- Oversee and assess team productivity and activities, providing them with regular performance-related feedback and constructive coaching Optimize use of allocated resources within business activities.
- Review the prevalent trends, dynamics and market movements to formulate business strategies.
Requirements / Qualifications
- Bachelor's degree in business, logistics, supply chain management, or a related field.
- Min 5 years of related experience, preferably in Freight Forwarding industry with at least 2 years in a supervisory role (with subordinates)
- Good understanding of freight forwarding services, customs regulations, and relevant laws
- Strong customer relations, communication and interpersonal skills.
- Strong problem solving skills, attention to detail and able to work under pressure.
- Excellent leadership and organization skills, with the ability to multitask and manage time effectively
- Proficient in MS-Office applications
- Prior experience with "Cargowise" system is a plus
