Job Summary:

As a Customer Service Manager, you will oversee the day-to-day operations of the customer service team within a fast-paced freight forwarding environment. The role requires ensuring a high level of customer satisfaction by managing the end-to-end freight forwarding process, solving customer issues, and fostering strong relationships with clients and internal teams. You will also be responsible for developing strategies to improve service delivery and streamline communication between customers, carriers, and internal departments.

Key Responsibilities:

• Team Leadership: Lead, coach, and mentor the customer service team to ensure excellent customer support across all accounts.
• Customer Support: Oversee the handling of inquiries, requests, and complaints from clients regarding shipments, logistics solutions, and freight services. Ensure timely and effective communication with customers throughout the freight forwarding process.
• Operational Coordination: Collaborate with internal departments (sales, operations, logistics) and external partners (carriers, customs, etc.) to ensure smooth execution of shipments and quick resolution of any operational issues.
• Process Improvement: Identify areas for improvement in service processes and implement changes to increase efficiency, customer satisfaction, and service quality.
• Performance Monitoring: Establish and track key performance indicators (KPIs) for the customer service team, ensuring targets are met and consistently improved.
• Problem Resolution: Handle escalated customer issues, analyze root causes of service problems, and implement corrective measures to prevent recurrence.
• Customer Retention: Work closely with key customers to maintain long-term relationships, improve service offerings, and identify new opportunities to expand business partnerships.
• Training and Development: Ensure continuous staff development through training sessions focused on customer service excellence, industry trends, and new technology solutions.
• Documentation and Compliance: Ensure all customer service processes adhere to industry regulations and standards (including customs and import/export compliance). Maintain accurate records of all interactions and resolutions.

Qualifications and Requirements:

• Bachelor's degree in Business Administration, Logistics, Supply Chain, or a related field.
• 5+ years of experience in customer service within the freight forwarding or logistics industry.
• Proven leadership and team management experience.
• Strong knowledge of freight forwarding operations, including import/export, customs regulations, and international shipping documentation.
• Excellent communication and interpersonal skills.
• Problem-solving abilities and customer-focused mindset.
• Proficiency in CRM systems, freight management software, and Microsoft Office Suite.
• Ability to work in a fast-paced, deadline-driven environment.

Preferred Skills:

• Experience working with multiple carriers, 3PL, and freight forwarding software.
• Familiarity with Lean or Six Sigma methodologies for process improvement.
• Multilingual abilities (preferred but not required, depending on customer base).