4PL Customer Service Manager - Import Management

SUMMARY
Lead the Customer Service Import function within a 4PL environment, with full accountability for service delivery, import compliance, and customer experience. This role combines deep import expertise, customer-facing ownership, and team leadership, while driving not only operational performance but also continuous value creation for customers.
RESPONSIBILITIES
1-Service & Customer Ownership
• Own end-to-end import service delivery for assigned customer portfolio.
• Coordinate across multiple stakeholders (brokers, suppliers, internal teams, COEs) to ensure seamless execution.
• Act as the primary point of contact for customers, managing expectations and ensuring a high-quality service experience.
• Lead periodic business reviews (MBR/QBR), manage escalations, and build long-term customer relationships.
• Develop a strong understanding of the business of customers to ensure customer retention.
2-Import Expertise & Compliance
• Ensure all import activities comply with applicable regulations, customs requirements, and international trade rules.
• Apply strong knowledge of import laws and practices to guide the team and resolve complex issues.
• Work closely with brokers and relevant stakeholders on customs clearance, documentation, and regulatory matters.
• Maintain transparency and alignment across all parties.
• Own the outcome without directly executing physical operations.
3-KPI Management & Performance Ownership
• Define, monitor, and manage KPIs including:
➢ Customer service KPIs (SLA, OTIF, lead time, issue resolution)
➢ Internal team performance metrics
• Ensure consistent achievement of agreed service levels.
• Analyze performance gaps and drive corrective actions.
4- Value Creation & Continuous Improvement
• Proactively identify opportunities to create additional value for customers beyond basic service delivery, including:
➢ Lead time optimization
➢ Improved visibility
➢ Cost and risk reduction
• Drive continuous improvement initiatives based on data insights and customer needs.
• Act as a trusted advisor to customers to enhance their supply chain performance.
• Build strong customer relationships to support retention and account growth.
• Identify cross-sell and up-sell opportunities in collaboration with CTM/ Commercial/PM teams.
5-People management
• Lead, coach, and develop the CS Import team.
• Allocate resources effectively and ensure balanced workload.
• Set clear objectives, monitor team KPIs, and build a strong talent pipeline.
• Deliver coaching and best practice sharing within team, closely follow up with employee's competencies enhancement.
• Lead employee engagement activities within team.