Head – Customer Service (Freight Forwarding)

The Head of Customer Service is responsible for leading the customer service function across freight forwarding operations, ensuring exceptional customer experience, operational excellence, and service quality. The role involves managing customer service teams, driving process improvements, coordinating with operations, sales, carriers, and overseas partners, and ensuring timely and accurate execution of shipments while maintaining high customer satisfaction and profitability.

Key ResponsibilitiesCustomer Service Leadership

- Lead and manage the customer service team across Air Freight, Ocean Freight, and multimodal transportation.
- Develop customer-centric strategies to improve service quality and customer retention.
- Establish and monitor customer service KPIs and service level agreements (SLAs).
- Mentor, coach, and develop team members to enhance performance and engagement.

Customer Relationship Management

- Build and maintain strong relationships with key customers.
- Handle customer escalations and ensure prompt resolution of service issues.
- Conduct regular customer business reviews and identify improvement opportunities.
- Support key account management initiatives to enhance customer satisfaction.

Operational Coordination

- Coordinate closely with Operations, Documentation, Customs Brokerage, Transport, Warehousing, and Sales teams.
- Ensure smooth shipment execution from booking through final delivery.
- Monitor shipment milestones and proactively communicate updates to customers.
- Ensure compliance with customer-specific SOPs and contractual commitments.

Process Improvement

- Identify opportunities to improve efficiency, productivity, and service quality.
- Standardize customer service processes across branches.




- Implement digital tools, automation, and best practices.
- Lead continuous improvement initiatives using Lean or Six Sigma methodologies where applicable.

Performance Management

- Monitor customer service metrics including:
- On-Time Delivery (OTD)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Response and Resolution Time
- Shipment Visibility
- Complaint Resolution
- Prepare and present performance reports to senior management.

Commercial Support

- Support the sales team during customer onboarding and solution design.
- Participate in customer presentations and business reviews.
- Identify cross-selling and upselling opportunities.
- Ensure accurate customer billing coordination and timely resolution of invoice disputes.

Compliance & Quality

- Ensure compliance with company policies, international trade regulations, and customer requirements.
- Maintain ISO, GDP, AEO, or other quality standards as applicable.
- Drive audit readiness and process compliance.

Financial Management

- Manage departmental budgets and operating costs.
- Optimize resource utilization while maintaining service quality.
- Monitor customer profitability and recommend service improvements.

Key Performance Indicators (KPIs)

- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Retention Rate
- SLA Compliance
- Shipment Accuracy
- Complaint Resolution Time




- On-Time Delivery Performance
- Employee Productivity
- Cost per Shipment
- Team Engagement and Development

Qualifications

- Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.
- MBA or postgraduate qualification is preferred.

Experience

- 10-15 years of experience in Freight Forwarding or Logistics.
- Minimum 5 years in a senior customer service leadership role.
- Strong experience in Air Freight, Ocean Freight, Customs, and Supply Chain operations.
- Experience managing large teams across multiple locations is preferred.

Required Skills

- Robust leadership and people management skills.
- Excellent customer relationship management abilities.
- Thorough knowledge of freight forwarding processes and international trade.
- Commercial and financial acumen.
- Strong analytical and problem-solving skills.
- Effective communication and negotiation skills.
- Experience with Freight Management Systems (CargoWise, SAP, Oracle, or similar ERP platforms).
- Advanced proficiency in Microsoft Excel, Power BI, and reporting tools.

Competencies

- Customer Focus
- Strategic Thinking
- Decision Making
- Team Leadership
- Change Management
- Conflict Resolution
- Process Excellence
- Business Acumen
- Results Orientation
- Continuous Improvement

Working RelationshipsInternal

- Sales
- Operations
- Customs Brokerage
- Finance
- Warehousing
- Transport
- IT
- Human Resources

External

- Customers
- Shipping Lines
- Airlines
- Overseas Agents
- Customs Authorities
- Transport Partners
- Vendors

Job Type: Full-time

Pay: From ₹2,000,000.00 per year

Experience:

- Freight Forwarding /NVOCC: 8 years (Required)

Work Location: In person

📌 GM/AGM /Head Customer Service - Logistics and Freight Forwarding/NVOCC (India)
🏢 Goodrich Logistics
📍 India