About the Role
Contact person- Vaibhavi Pande-
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The Assistant Manager – Customer Service will be responsible for managing end-to-end customer service activities for freight forwarding and logistics services, ensuring exceptional customer experience across Ocean Freight, Air Freight, Customs Clearance, Transportation, and Warehousing. The role involves acting as the primary point of contact for key customers, coordinating with internal operations teams, overseas offices, shipping lines, and vendors to ensure timely shipment execution, proactive communication, and service excellence. The incumbent will also lead the customer service team, drive process improvements, monitor service performance, and ensure customer satisfaction while supporting the organization's business objective
s.
Responsibilit
ies
Customer Relationship Managem
ent:Serve as the primary point of contact for key customers regarding shipment status, operational updates, and service-related quer
ies.Build and maintain long-term relationships with key customers by ensuring proactive communication and exceptional serv
ice.Conduct regular customer review meetings to understand business requirements and improve service deliv
ery.Resolve customer complaints and escalations within defined service timelines while ensuring customer satisfact
ion.Ensure adherence to customer SOPs and service level agreements (SL
As).
Shipment Coordination & Operations Sup
port:Coordinate with Ocean Operations, Air Operations, Customs Clearance, Transportation, Warehousing, and overseas offices for smooth shipment execu
tion.Ensure timely execution of Import and Export shipments from booking to final deli
very.Monitor shipment milestones and proactively communicate shipment status to custo
mers.Coordinate with shipping lines, airlines, transporters, warehouses, customs brokers, and overseas agents to ensure seamless cargo move
ment.Escalate operational issues and ensure timely resolu
tion.
Documentation & C
📌 Assistant Customer Service Manager (Delhi)
🏢 ATA
📍 Delhi