1. Booking Supervision
Ensure booking confirmations are provided to customers within the committed timeline.
Handle issues that
Customer Service staff are unable to resolve.
Monitor and control the "dummy booking list" during peak seasons.
2. Shipment Tracking & Issue Handling
Monitor service quality of vendors and provide feedback to the pricing team.
Update and provide import/export quotations to agents and the Sales team.
Handle issues beyond Customer Service staff's capability.
Act as a backup for Customer Service staff during their absence.
3. Complaint Handling & KPI Monitoring
Handle customer complaints.
Handle internal complaints from other departments.
Manage staff CAPA (Corrective and Preventive Actions).
4. Training & Team Development
Train new employees.
Develop training programs in collaboration with Management and relevant departments.
Build and improve working processes with Management and related teams.
Bachelor's degree in Logistics, Import-Export, Foreign Trade, Business Administration, International Trade, or related fields.
Proficient in Microsoft Office and English (reading, writing, and professional communication with international clients and agents).
Minimum 3 years of experience as a Customer Service Manager, preferably in Freight Forwarding companies handling US, EU, or Middle East markets.
Strong knowledge of international shipping (Sea & Air), import-export procedures, Incoterms, and customs regulations.
Strong communication, negotiation, problem-solving, and team management skills.
High sense of responsibility, integrity, ability to work under pressure, and long-term career orientation in the industry.
Probation period: 2 months.
Working hours: [protected info] (Monday to Saturday morning, 90-minute lunch break).
Salary: Negotiable.
Full insurance (Social, Health, Unemployment) provided during probation period.
Training and career development opportunities in a friendly working environment.
Annual company trip.
13th-month salary, holiday bonuses, and other benefits as per company policy.