Brief Summary
We are seeking a proactive Customer Service Assistant Manager to enhance customer experiences by leading a dedicated team. This pivotal role involves developing strategies and optimizing operational processes to uphold service excellence.
Responsibilities
- Supervise and guide a team of Customer Service members to ensure seamless daily operations. Establish SMART goals for the team aligned with organizational objectives. Monitor team performance regularly, offering constructive feedback and coaching. Conduct transparent performance reviews aimed at fostering employee growth. Balance workload through equitable task distribution and effective team meetings. Manage the customer service operational process while providing training and technical support. Oversee and execute comprehensive import/export documentation processes. Ensure accurate preparation of shipping documents, such as Invoices and Certificates of Origin. Systematically track documentation processing times to ensure compliance with KPIs. Review shipping claims and negotiate with partners to reduce operational costs. Maintain effective communication regarding shipment statuses and updates. Resolve complex customer complaints and disputes, overseeing necessary adjustments. Collaborate with regional offices to address operational concerns and enhance processes. Develop and implement customer support strategies and best practices. Present monthly operational reports for departmental review. Drive continuous improvement initiatives within customer service workflows. Assist the Customer Service & Supply Chain Manager with departmental planning and act as deputy as needed. Undertake ad-hoc tasks and projects as assigned.
Requirements
- Bachelor's Degree in Supply Chain and Logistics or a related field. Minimum 5 years of experience in a logistics-related role. At least 3 years of experience managing teams. Strong shipping experience with import/export documentation and understanding incoterms. Excellent verbal communication skills, both individually and in groups. Proven supervisory and leadership capabilities. Hands-on experience with operational systems and processes. Knowledge of the commodities business is advantageous. Strong customer-centric mindset with problem-solving and critical-thinking abilities. Highly organized, detail-oriented, and proactive with a passion for exceptional customer service. Ability to work efficiently under tight deadlines and manage responsibilities independently.
