Customer Service and Operations Manager

Job Title: Customer Service and Operations Manager (Airfreight & Oceanfreight)

Position Summary:
We are seeking a highly motivated and experienced Customer Service Team Lead to head our customer service and operations team. The ideal candidate will have a strong background in freight forwarding, exceptional customer service skills, and operational experience. This role involves managing customer relationships, ensuring the timely and efficient handling of airfreight and oceanfreight shipments from end to end, and collaborating with various departments to enhance operational effectiveness.

Key Responsibilities:

• Procurement and Solution Development:

  • Procure the most effective options based on rates, transit time, and customers' requirements.
  • Develop unique solutions to achieve maximum efficiency (e.g., transshipments, etc.).
  • Act as the control tower for the region.

• Team Leadership:

  • Oversee and mentor the customer service team, providing guidance and support to ensure high performance.
  • Foster a positive work environment that encourages collaboration and professional growth.

• Customer Relationship Management:

  • Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
  • Address customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.

• Operational Coordination:

  • Collaborate with sales and logistics teams to ensure seamless shipment processes and timely delivery of services.
  • Monitor shipments and coordinate with carriers to resolve any issues that may arise.

• Process Improvement:

  • Identify opportunities for process improvements and implement best practices to enhance customer service and operational efficiency.
  • Analyze customer feedback and performance metrics to develop strategies for service enhancement.

• Training and Development:

  • Provide training and ongoing support to team members on airfreight procedures, customer service excellence, and industry regulations.

• Reporting and Analysis:

  • Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.
  • Utilize data to drive decision-making and improve service delivery.

Qualifications:

• Minimum of 5 years of experience in freight forwarding, with a strong background in freight operations.
• Deep knowledge of freight regulations, tariffs, and shipping procedures.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.
• Proven leadership and team management experience.
• Proficiency in freight forwarding software (preferably Cargowise) and Microsoft Office Suite.
• Fluent in English and the local official language.
• Ability to thrive in a fast-paced, dynamic environment.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A dynamic and supportive work environment.