About the Role

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 objectives.

Responsibilities

Customer Relationship Management: Serve as the primary point of contact for key customers regarding shipment status, operational updates, and service-related queries. Build and maintain long-term relationships with key customers by ensuring proactive communication and exceptional service.



Conduct regular customer review meetings to understand business requirements and improve service delivery. Resolve customer complaints and escalations within defined service timelines while ensuring customer satisfaction. Ensure adherence to customer SOPs and service level agreements (SLAs).

Shipment Coordination & Operations Support: Coordinate with Ocean Operations, Air Operations, Customs Clearance, Transportation, Warehousing, and overseas offices for smooth shipment execution. Ensure timely execution of Import and Export shipments from booking to final delivery. Monitor shipment milestones and proactively communicate shipment status to customers. Coordinate with shipping lines, airlines, transporters, warehouses, customs brokers, and overseas agents to ensure seamless cargo movement. Escalate operational issues and ensure timely resolution.

Documentation & Compliance: Verify shipping documentation including Bil

📌 Assistant Customer Service Manager (Delhi)
🏢 Anonymous
📍 Delhi