Customer Service and Operations Manager

Bachelor degree

Key Responsibilities:

• Procurement and Solution Development:

  • Procure the most effective options based on rates, transit time, and customers' requirements.
  • Develop unique solutions to achieve maximum efficiency (e.g., transshipments, etc.).
  • Act as the control tower for the region.

• Team Leadership:

  • Oversee and mentor the customer service team, providing guidance and support to ensure high performance.
  • Foster a positive work environment that encourages collaboration and professional growth.

• Customer Relationship Management:

  • Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
  • Address customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.

• Operational Coordination:

  • 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.

• Process Improvement:

  • Identify opportunities for process improvements and implement best practices to enhance customer service and operational efficiency.
  • Analyze customer feedback and performance metrics to develop strategies for service enhancement.

• Training and Development:

  • Provide training and ongoing support to team members on airfreight procedures, customer service excellence, and industry regulations.

• Reporting and Analysis:

  • Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.
  • Utilize data to drive decision-making and improve service delivery.

Qualifications:

• Minimum of 5 years of experience in freight forwarding, with a strong background in freight operations.
• Deep knowledge of freight regulations, tariffs, and shipping procedures.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.
• Proven leadership and team management experience.
• Proficiency in freight forwarding software (preferably Cargowise) and Microsoft Office Suite.
• Fluent in English and the local official language.
• Ability to thrive in a fast-paced, dynamic environment.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• A dynamic and supportive work environment.