Customer Service Manager

Responsibilities: - Lead and manage the customer service team to deliver high-quality support in logistics operations. - Oversee daily service activities including order tracking, shipment coordination, and issue resolution to ensure timely and accurate service delivery. - Develop and implement customer service policies, procedures, and performance standards to maintain consistent service excellence. - Act as the primary escalation point for complex client concerns, resolving issues promptly to maintain customer satisfaction. - Collaborate with operations, warehouse, and transport teams to ensure smooth end-to-end logistics service delivery. - Monitor key performance indicators such as response time, service quality, and customer satisfaction to drive continuous improvement. - Train, mentor, and evaluate staff to enhance service efficiency and professionalism within the team. - Prepare regular reports on customer service performance and recommend actionable improvements. - Leverage AI tools including chatbots, predictive analytics, and workflow automation to streamline communication and optimize logistics processes. - Identify opportunities to integrate AI into customer service workflows such as automated ticketing, sentiment analysis, and real-time shipment updates. Required Competencies and Certifications: - Diploma or Degree in Business, Logistics, Supply Chain, or related field. - Minimum 5 years of customer service experience, including at least 2 years in a supervisory or managerial role. - Strong knowledge of logistics processes including freight forwarding, warehousing, and distribution. - Proficiency in MS Office and logistics management systems. - Familiarity with AI applications in customer service such as chatbots, CRM automation, and data analytics. Preferred Competencies and Qualifications: - Customer-centric mindset with a proactive approach to problem-solving. - Strong leadership and team management capabilities demonstrated through effective team development. - Analytical skills to interpret service data and drive operational improvements. - Multilingual ability to support regional logistics operations, enhancing communication across diverse markets. - Innovative mindset with interest in emerging technologies including AI, machine learning, and digital transformation in logistics.