Job Overview
Lead and supervise international customer service operations, ensuring smooth shipment execution, accurate documentation, and excellent customer experience. This role manages a team, handles escalations, and drives process improvements in collaboration with cross-functional departments.
Job Responsibilities
- Supervise customer service & manifest team to achieve performance targets.
- Monitor shipment lifecycle and ensure SLA compliance.
- Ensure accuracy and compliance of booking and shipping documentation.
- Handle escalated customer issues, ensuring timely resolution.
- Coordinate with Sales, Operations, and Port teams for service delivery.
- Lead process improvements to enhance efficiency and customer satisfaction.
- Conduct coaching, performance reviews, and training for the team.
- Participate in customer meetings to resolve issues and provide service updates.
Requirements
- Bachelor's Degree (S1) from a recognized university.
- Minimum 5 years' experience in customer service within shipping, logistics, or related industries.
- Strong understanding of shipping operations and trade documentation.
- Proven leadership and team management experience.
- Excellent communication, problem-solving, and analytical skills.
- Customer-focused mindset with strong service orientation.