Customer Service Manager

Customer Relationship Management & Business DevelopmentBuild and maintain strong, long-term relationships with key customersIdentify opportunities to enhance customer experience and support business growthAct as the main point of escalation for customer concernsOrder Management & CoordinationOversee the end-to-end order management processCoordinate with internal departments to ensure timely and accurate order fulfillmentTracking & Customer SupportMonitor shipments/orders and provide proactive updates to customersEnsure prompt and effective resolution of inquiries and issuesBilling & InvoicingSupervise billing processes to ensure accuracy and timelinessAddress customer queries related to invoices and paymentsLeadership & Team DevelopmentLead, coach, and develop the customer service teamSet clear objectives and KPIs, and drive team performancesCollaboration with OperationsWork closely with operations and logistics teams to ensure service excellenceAlign customer service activities with operational capabilitiesReporting & Performance AnalysisPrepare regular reports on customer service performanceAnalyze KPIs and customer feedback to identify trends and improvement areasProcess ImprovementIdentify inefficiencies and implement process enhancementsDrive initiatives to improve service quality and customer satisfaction

Bachelor’s degree in Business Administration or related field8 - 12 years of experience in customer service management (preferably in Transport Companies/ logistics/shipping industry)Strong leadership and team management skillsExcellent communication and problem-solving abilitiesProficiency in CRM systems and MS Office toolsStrong analytical and reporting skills