Position: Customer Service Manager
Industry: Freight Forwarding / Logistics
Key Responsibilities:
- Manage and oversee the Customer Service team and daily activities.
- Handle customer queries, complaints, and service-related issues.
- Coordinate with Sales, Pricing, Documentation, and Operations teams.
- Ensure timely follow-up and response to customer requirements.
- Monitor customer bookings, shipments, and service updates.
- Maintain solid relationships with existing customers.
- Ensure accurate and timely communication with customers and internal teams.
- Monitor team performance, KRA/KPI achievement, and service quality.
- Resolve escalated customer issues effectively.
- Prepare and monitor customer service reports and operational updates.
- Ensure smooth coordination and customer satisfaction throughout the shipment process.