Key Responsibilities
1. Customer Service Management
- Lead, train, and supervise the Customer Service team handling import/export air and ocean shipments.
- Ensure the team provides prompt, accurate, and professional responses to customer inquiries.
- Oversee shipment progress and proactively communicate any delays or issues to customers.
- Maintain strong relationships with key clients to ensure long-term satisfaction and retention.
2. Operational Coordination
- Coordinate closely with Operations, Sales, Documentation, and Finance teams to ensure smooth end-to-end shipment processes.
- Monitor booking, shipment tracking, documentation, and billing processes to ensure accuracy and timeliness.
- Support the resolution of any operational or documentation discrepancies.
3. Performance & Process Improvement
- Set and monitor KPIs for the Customer Service team (response time, complaint handling, shipment accuracy, etc.).
- Identify service gaps and initiate process improvements to enhance efficiency and customer experience.
- Regularly review and update SOPs in line with company standards and industry best practices.
4. Customer Issue Resolution
- Handle escalated customer complaints in a professional and solution-oriented manner.
- Investigate root causes and implement corrective actions to prevent recurrence.
- Ensure proper documentation of all issues and resolutions.
5. Reporting & Communication
- Prepare regular performance and service quality reports for management.
- Participate in management meetings and contribute to service and operational strategy discussions.
- Support sales and management teams in client meetings or presentations when required.