Customer Service Operations Manager

Position Overview

RecruitGo is hiring on behalf of our client in Freight Forwarding Industry

Responsibilities:

• Procure the most effective option based on rates, transit time, customers’ requirements, etc.
• Develop unique solutions to achieve maximum efficiency (e.g. transshipments, etc.).
• Act as Control Tower for the region.
• 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.
• 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.
• 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.
• 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.
• Provide training and ongoing support to team members on airfreight procedures, customer service excellence, and industry regulations.
• 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, master the skills and excellent experience in freight operation.
• Strong 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.
• Proficient in freight forwarding software (specifically Cargowise) and Microsoft Office Suite.
• Fluent in English and local official language.
• Ability to thrive in a fast-paced, dynamic environment.