Ensure all booking confirmations are provided to customers within the agreed timeline.
Handle and resolve complex issues that cannot be managed by
Customer Service staff.
Monitor and control the "dummy booking list" during peak seasons.
Oversee shipment status and promptly handle any arising issues.
Monitor service quality of vendors and provide feedback to the pricing/ procurement team.
Update and provide import/export quotations to agents and the Sales team.
Support and act as a backup for Customer Service staff during their absence.
Escalate and resolve complex operational issues beyond Customer Service scope.
Handle and resolve customer complaints in a timely and professional manner.
Address internal complaints from other departments.
Manage and follow up on CAPA (Corrective and Preventive Actions) related to team performance.
Track and ensure team KPIs are met.
Train and onboard new employees.
Collaborate with Management and relevant departments to develop training programs.
Work with Management to build, standardize, and improve operational processes and procedures.
Bachelor's degree in Logistics, Import-Export, Foreign Trade, Business Administration, International Trade, or related fields.
Proficient in Microsoft Office and fluent in English for professional use (reading, writing, and effective communication with international agents and customers).
Minimum of 3 years of experience in a Customer Service Manager (or equivalent leadership) role, preferably in Freight Forwarding companies handling the US, EU, and Middle East markets.
Strong knowledge of international shipping operations (Sea & Air), import-export procedures, Incoterms, and related customs regulations.
Excellent communication, negotiation, problem-solving, and team management skills.
High sense of responsibility, integrity, ability to work under pressure, and a strong commitment to long-term career development in the industry.
Salary: Negotiable.
Full participation in Social Insurance, Health Insurance, and Unemployment Insurance during the probation period.
Opportunities for training and career development in a friendly and supportive working environment.
Annual company trips.
13th-month salary, holiday bonuses, and other benefits in accordance with company policies.