Customer Service Manager

The Role

*Job Summary* The Customer Service Team Leader is responsible for leading the customer service team to ensure exceptional customer experience while maintaining efficient shipment coordination and communication. This role oversees daily customer service operations, develops team perform...

The Role
*Job Summary* The Customer Service Team Leader is responsible for leading the customer service team to ensure exceptional customer experience while maintaining efficient shipment coordination and communication. This role oversees daily customer service operations, develops team performance, resolves escalated customer issues, and works closely with internal departments to ensure timely and accurate service delivery. *Key Responsibilities* 1. Team Leadership • Lead, supervise, train, and mentor the customer service team. • Allocate daily tasks and monitor workload distribution. • Conduct weekly performance reviews and provide coaching and feedback. • Set departmental KPIs and ensure achievement of performance targets. • Foster a positive, collaborative, and customer-focused work environment. 2. Customer Relationship Management • Build and maintain strong, long-term relationships with customers. • Ensure prompt and professional responses to customer inquiries. • Handle escalated customer complaints and implement effective resolutions. • Maintain high levels of customer satisfaction and retention. 3. Operational Management • Oversee shipment tracking and ensure customers receive timely status updates. • Coordinate with operations, customs clearance, transport, warehouse, and overseas agents to ensure smooth shipment movement. • Monitor shipment exceptions and ensure immediate corrective action for delays, damages, or service disruptions. • Ensure all customer requests are handled within agreed service levels. 4. Process Improvement • Review existing customer service processes and identify opportunities for improvement. • Implement new procedures to improve operational efficiency and service quality. • Standardize customer communication and reporting formats. • Drive continuous improvement initiatives within the department. 5. Reporting and Documentation • Prepare weekly and monthly customer service performance reports. • Analyze customer feedback, complaints, and service metrics. • Maintain accurate records of customer communications, shipment updates, and service issues. • Present performance reports and improvement plans to management. 6. Cross-Functional Coordination • Work closely with Operations, Sales, Finance, Customs Clearance, and Warehouse teams. • Ensure smooth communication between departments to achieve customer requirements. • Support internal teams in resolving operational challenges affecting customer satisfaction. • Participate in departmental meetings and operational planning. 7. Compliance and Quality • Ensure compliance with company policies, SOPs, customer requirements, and applicable industry regulations. • Maintain confidentiality of customer and company information. • Support internal audits and quality management initiatives. • Promote adherence to service quality standards and best practices.

Requirements
Qualifications • Bachelors degree in Business Administration, Logistics, Supply Chain Management, or a related field. • 3–5 years of experience in customer service within the freight forwarding or logistics industry. • Minimum 1–2 years of experience leading a customer service team. Skills & Competencies • Excellent leadership and people management skills. • Strong customer relationship management abilities. • Excellent verbal and written communication. • Problem-solving and decision-making skills. • Knowledge of freight forwarding operations (Air, Sea, and Land Freight). • Strong organizational and time management skills. • Ability to work under pressure and manage multiple priorities. • Proficiency in Microsoft Office and logistics software (e.g., Fresa or similar ERP systems).

About the company
Vega Worldwide Logistics combines a team of young professionals with a passion to deliver. We provide comprehensive cargo forwarding and shipping services coupled with outstanding customer experiences. We are one of the leading Freight Forwarders Providing Logistic solutions by Air, Ocean & Land globally. Our Group holds 25+ years industry experience with a network of offices across Middle-East, India and Russia and with a global foot print via a network of agents. Tobacco Logistics and Airport GSE Handling is our forte.