You will be responsible for managing the customer service team, ensuring high performance, and driving continuous improvement in customer experience. Interface between operations and clients deliver quality service via successful execution of logistics activities.
Key Responsibilities:
- Lead and supervise the daily activities of customer service team
- Monitor team KPIs and ensure SLA compliance
- Handle complex or escalated customer cases including incident investigation for resolution
- Develop and maintain SOPs and training materials
- Conduct regular training and quality audits
- Coordinate with internal departments and external stakeholders to solve recurring issues
- Perform analysis, trending and reporting of operational data to generate insights for continuous process improvements
- Prepare reports on service performance and feedback
- Improve processes to enhance customer satisfaction and internal effectiveness
Requirements:
- Degree in any discipline
- Prior experience in customer success management and/or logistics is preferred
- Reasonable numeric literacy and proficient in MS office applications
- Strong leadership and conflict resolution skills
- Data-driven decision-making and reporting ability
- Adaptability and resilience able to react nimbly to dynamic changes in customer demands and work scope
- Familiar with freight systems and incoterms
