Customer Service and Operation Manager

Procure the most effective option based on rates, transit time, customers’ requirements, 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. Customer Relationship Management.

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.

Minimum of 5 years of experience in freight forwarding, master the skills and excellent experience in freight operation. Lastest working experience is freight forwarder.

Strong knowledge of freight regulations, tariffs, and air and ocean shipping procedures. Especially master the operation of airfreight.

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.

A dynamic and supportive work environment.

Competitive salary and benefits package. Opportunities for professional development and career advancement.