Customer Service Manager

Job Description

ACG_3049_JOB

Our client is a leading logistic company who is looking for a qualified candidate to join their firm.

Manage the Customer Service team specializing in Sea Freight for Key Accounts.

Communicate with customers regarding standard operating procedures.

Compile and oversee reports on key operational performance for customers.

Quickly address escalations raised by customers or the team.

Implement corrective and preventative actions to promptly restore service quality.

Coordinate with ocean carriers for bookings and cargo uplift when escalated by the team.

Analyze the profit and loss of each shipment.

Review and approve modifications to work processes before escalating to the Line Manager.

Participate in recruitment activities for officer and executive roles when necessary.

Provide training to new team members.

Accompany customers on visits to resolve operational issues as needed.

Requirements

Qualifications and knowledge

Bachelor's degree from college or university.

Knowledgeable in shipping.

Proficient in English at B level.

Skilled in MS Office applications : Word, Excel, and PowerPoint.

Experience

Minimum of 10 years in freight forwarding with a focus on sea freight operations.

Excellent communication and interpersonal skills.

Pleasant demeanor and strong team collaboration ability.

Training in Dangerous Goods Regulations (DGR) is an advantage.

Internal & External Relationships, Skills & Competencies

Directly reports to the Key Account Manager or higher management.

Regular interaction with clients.

Skills

Team collaboration

Flexibility and adaptability

Effective communication

Proactiveness

Customer-focused mindset

Planning, organizing, and supervising capabilities

Competencies

Integration of processes

Customer-centric approach

Integrity

Special Requirements

Willingness to work beyond regular hours, including weekends and holidays, to complete assigned tasks.

Availability for business travel when required.

Participation in special projects as needed.

Contact : Giang Tran

Due to the immense number of applications, only shortlisted candidates will be contacted.