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 robust 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 (India)
🏢 Crane Worldwide Logistics
📍 India