Company Overview
Our client is seeking an experienced Customer Service Manager to lead their customer service operations for sea and air freight shipments. This is a key leadership role, responsible for ensuring smooth shipment coordination, exceptional service delivery, and efficient workflow management.
Key Responsibilities
- Lead and manage the customer service team handling sea and air import/export shipments.
- Oversee daily booking coordination with shipping lines and overseas agents.
- Ensure timely, accurate handling of all shipment documentation, including: B/L instructions, Shipping Instruction (SI) submissions, Shipment tracking and status updates
- Monitor shipment progress and proactively resolve issues, including roll-overs, routing discrepancies, demurrage/detention, and carrier-related challenges.
- Maintain strong communication with customers, shipping lines, and overseas partners to ensure seamless cargo movement.
- Handle customer escalations professionally and ensure consistent, high service standards.
- Continuously improve internal SOPs, workflows, and team efficiency.
Requirements
- Minimum 7–10 years’ experience in freight forwarding or NVOCC operations.
- Strong knowledge of sea freight operations, carrier booking processes, and shipment documentation procedures.
- Proven experience dealing with major shipping lines and international freight agents.
- Demonstrated ability to lead, manage, and mentor a customer service team.
- Strong problem-solving skills with the ability to manage operational issues independently.
- Excellent communication, coordination, and customer management skills.
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