Job Description
Job Title: Customer Service & Operation Manager
Our Client: Our client is a global freight forwarding company.
Customer Service Team Lead to head the customer service and operation team. This role involves managing customer relationships, ensuring the timely and efficient handling of airfreight and oceanfreight shipments from end to end, and collaborating with various departments to enhance operational effectiveness.
The 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
* Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded
* 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
* 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
The Requirements:
* Minimum of 5 years of experience in freight forwarding, freight operation, especially airfreight
* Strong knowledge of freight regulations, tariffs, and air and ocean 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
* Ability to thrive in a fast-paced, dynamic environment
All shortlisted candidates will be contacted.
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Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep
JO Reference: JO-250211-373406