Customer Service Manager

Manager - Customer Services

Responsibilities

Key Account Management:

Manage high-revenue customer accounts and strategic routes, ensuring timely resolution of complaints and delivering exceptional service.

Customer Request Processing:

Process and track customer requests/bookings systematically, ensuring timely execution and addressing any discrepancies.

Data Management and Reporting:

Maintain and report customer-specific data for performance reviews and share Daily Status Reports on cargo movements with customers.

Continous Process Improvement:

Identify and address process gaps to reduce inefficiencies and enhance customer delight.

Complaint Resolution:

Track and close customer complaints, monitor satisfaction levels, and ensure continuous improvement in service delivery.

Customer Relationship Management:

Maintain clear, consistent communication with both internal stakeholders and customer teams to meet expectations and resolve issues.

Regulatory Compliance:

Assist customers with queries related to port regulations, compliance requirements, and necessary documentation for cargo handling.

Digital Mindset:

Keep up with digital and AI advancements to enhance business and maintain competitiveness.

Team Development:

Promote a respectful and safe workplace, lead collaborative and productive teams, and mentor for growth and success.

Key Stakeholders - Internal:

COO - Ports, Other Departments,

Direct reportees

Key Stakeholders - External:

Prospective clients, government and regulatory bodies, Trade groups, Comptetiors

Qualifications

Educational Qualification:

Bachelor’s degree in Logistics, Supply Chain, Business Administration, or a related field.

Full time Graduation/MBA degree in any specialization is preferable.

Work Experience:

Minimum 5-7 years of experience in customer service, account management, or logistics, preferably within the ports or shipping industry.

Proven track record in managing key accounts and improving customer satisfaction metrics.