Customer Service Manager

Description:

Direct and manage all activities related to delivery of effective customer service

Liaise with Team Supervisors and their teams to assure best customer experience

Responsible for department P&L results

Lead business development and execution of growth plans

Arrange department structure according to requirements to assure smooth operations

Define objectives, SMART targets and track performance of assigned team

Assign shipments and provide necessary support and training to the team

Identify business opportunities by identifying prospects, researching and analyzing cargo options.

Drive relationships with clients by providing support, information and positive customer service experience

Identify and implement potential service improvements or new services by considering current industry trends and market activities

Share best practices, organize training and facilitate development of the assigned team

Identify potential gaps in process and implement CAPA in collaboration with other stakeholders

Lead and role model a customer focused mindset across organization

Maintain close relationship with clients and provide KPI reports according to their requirements

Responsible for Monthly and Quarterly Business Review meetings with clients

Control quality service by establishing and enforcing organization standards

Build and own relationships with key partners and subcontractors

Key Skills:
 

• Logistics Management
• Management
• Operations Management