Customer Service Manager

Responsibilities: - Manage a team of customer service officers to deliver high-quality, responsive support to clients - Develop and implement customer service strategies, policies, and procedures to enhance the overall customer experience - Monitor and analyse customer feedback, identifying areas for improvement and driving initiatives to address customer pain points - Collaborate cross-functionally with operations, sales, and other departments to ensure seamless service delivery - Provide training and coaching to customer service staff to continuously improve their skills and knowledge - Maintain a thorough understanding of the company's transportation services, industry regulations, and client requirements - Generate and analyse customer service performance metrics, and report on key insights to drive data-driven decision making - Assist in all aspects of accounts receivables process including billing, issuance of debit notes and credit notes and checking of invoices - Ensure all billings accruals and payments are made on time and generate invoices for posting to customers - Monitor job and provide timely updates for shipment, including updating of container details into system - Advise customers on delivery schedule / inventory - Oversee and monitor progress of job orders and shipments - Maintain business relationship with customers and responsible for customer management at a higher level - Maintain networking with other departments with relating to executing of job orders - Assist in permit declaration for job orders when required - Propose improvement plans for the team - Assist in RFQ, ad-hoc quotation or commercial rates requests Requirements: - Degree or diploma in logistics, supply chain management, business or related field - 5 years of experience in a customer service management role, preferably within the transportation or logistics industry - Able to lead a team of customer service staff - Competent in SAP preferred - Proficient in problem-solving, decision-making, and conflict resolution - Ability to deliver feedback in both verbal & written manner Others Information: - Alternate Saturday - Company Transport from Jurong East - Medical, dental & insurance benefits - Daily meal subsidy