Customer Service Manager - (Forwarding Company)

Department: Customer Service
Reports To: General Director
Location: District 4
1. Operational Oversight:
o Check space and pricing based on the nature of the cargo and Customer/ Customer/ Agents requirements to offer the best options available.
o Send schedules, cargo information, and freight charges to Customer/ Agents and seek alternative options if initial offers are not accepted.
o Proceed with booking and slot reservation upon receiving confirmation from Customer/ Agents.
o Monitor and update shipment information with factories and inform Customer/ Agents of any changes such as PO number, ship date, weight, free time, pricing, GOH setup, etc.
o Track and update shipment information to system in time and ensure accurate data entry for subsequent departments.
o Closely follow up Customer shipping’s plan to minimize cancellation & utilize company’s space.
2. Shipment Monitoring:
o Verify shipment plans with shippers 3-4 days before the closing time to avoid shortfall bookings.
o Ensure accurate information on SI/sales memos is provided to the operations department 2 days before the SI cut-off.
o Resolve any issues that arise to ensure customer satisfaction.
3. Customer Support:
o Provide outstanding customer service to clients, addressing inquiries and providing timely solutions.
o Handle and resolve any issues or escalations from customers.
o Maintain strong relationships with key accounts and ensure their needs are met.
4. Management tasks:
o Manage team 20+
o Cover company all type of business.
o Ensure team members are working efficiently and accurately.
o Conduct regular performance reviews and provide feedback to team members.
o Develop and implement training programs for new and existing staff.
o Co-manage allocation, mission & reporting allocations usage by accounts to the upper level & global team.
o Collaborate and support other departments to ensure smooth operations.
5. Additional Responsibilities:
o Perform other tasks and projects as assigned by the Directors or upper level.

The wage agreements in interview
,#Insurance and Paid-leaves as required by Labor Law
,#Able to work in an active and professional working environment

Customer Analysis, Customer Retention, Customer Communication, Shipment Management, Import – Export