Customer Service Manager

We are a well-established freight forwarding company providing end-to-end logistics solutions across air, ocean, and road freight. With a strong focus on service quality and long-term customer partnerships, we are looking for an experienced Customer Service Manager to lead our customer service team and elevate the client experience.

Key Responsibilities

.Improve customer service experience, create, engaged customers and facilitate department growth.

. Negotiate best rates with airlines and agents for interest of company.

. Negotiate best offer to client in interest of company.

. Take control of customer's issues and follow problems through to resolution.

. Set a clear mission and deploy strategies focused towards that mission.

. Develop service procedures, policies and standards.

. Keep meticulous records and document customer service actions and discussions.

. Analyze statistics and compile accurate reports.

. Build excellent relationship with carriers, clients and service providers.

. Keep ahead of industry's developments and apply best practices to areas of improvement.

. Control resources and utilize assets to achieve qualitative and quantitative targets.

. Adhere to and manage the approved budget.

. Maintain an orderly workflow according to priorities.

. Share information with management on customers and market conditions.

. The list of duties and responsibilities outlined above is representative and not a complete and detailed list of tasks which may be performed.

Requirements

• Minimum 4 years experience in freight forwarding or logistics, with at least 2 years in a supervisory or managerial role

• Strong knowledge of air, sea, and road freight operations

• Excellent customer service, communication, and problem-solving skills

• Proven leadership and team management experience

• Ability to handle pressure, prioritize tasks, and meet deadlines

• Proficiency in freight management systems and MS Office

• Strong commercial awareness and customer-focused mindset