Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges.

Job Summary:

The Customer Service Manager is responsible for leading and managing the customer service function for the company's logistics and freight forwarding operations.The role will ensure high-quality customer experience, proactive shipment management, timely communication, issue resolution and strong coordination between customers, sales, operations, carriers, overseas offices and internal stakeholders. The position will be responsible for developing a customer-centric culture, improving service levels, reducing escalations and ensuring that customer commitments are consistently delivered.

Key Responsibilities:

Customer Relationship & Service Management
- Serve as the primary escalation point for key customer service issues and maintain robust customer relationships.
- Understand customer logistics requirements and ensure proactive communication throughout the shipment lifecycle.




- Monitor service commitments, SLAs and customer satisfaction; conduct regular service reviews and drive retention.
- Ensure timely resolution of customer complaints and escalations.

Shipment & Operational Coordination
- Monitor shipments across Ocean, Air, Ground and other logistics services.
- Coordinate with Operations, Sales, Pricing, Customs, Billing and overseas offices to ensure seamless shipment execution.
- Track shipment milestones, proactively communicate delays/exceptions and drive corrective actions.
- Manage operational issues including delays, rollovers, customs holds, documentation issues, delivery delays, detention/demurrage, freight discrepancies, billing issues and carrier/service failures.

Escalation, SLA & KPI Management
- Own customer escalations from identification through closure, including root-cause analysis and corrective/preventive actions.
- Maintain escalation trac

📌 Client Service Manager (Mumbai)
🏢 Crane Worldwide Logistics
📍 Mumbai