Customer Service Manager

Customer & Stakeholder Management - Build and maintain a positive, efficient, and customer-focused environment within the Air Freight Department. - Serve as the primary point of contact for assigned customers, managing operational, commercial, financial, and service-related requirements from shipment initiation through to billing completion. - Take the lead in managing client relationships and ensuring customer expectations are consistently met. - Collaborate closely with internal and external stakeholders, including clients, overseas stations, Sales, Operations, Freight Planning, Warehouse, IT, Quality, Security, Vendors, and Finance, to ensure seamless service delivery. - Drive effective communication, timely follow-up, and prompt resolution of customer and operational issues. Team Leadership & Development - Lead, coach, and develop the Customer Service team to support business growth and operational excellence. - Delegate responsibilities effectively while providing guidance and mentorship to team members. - Lead by example and cultivate a culture of accountability, continuous learning, and customer service excellence. Operational Excellence & Documentation - Ensure proficient use of CargoWise One for daily operations and documentation management. - Prepare and maintain SOPs, Work Instructions, Corrective Action Reports, 8D Reports, and other operational documentation to ensure process consistency. - Ensure all shipment-related documents, including invoices, shipping documents, permits, and customer reports, are completed accurately, uploaded promptly, and maintained within CargoWise. - Coordinate closely with relevant stakeholders to ensure timely completion of billing, invoicing, customer payments, and inter-company settlements. Performance Management & Continuous Improvement - Monitor departmental KPIs and implement continuous improvement initiatives to enhance service quality and operational efficiency. - Focus on managing team performance, productivity, and service quality. - Ensure the department consistently meets customer expectations, operational standards, and business objectives. Requirements: - Demonstrate strong leadership qualities and foster a positive, motivated, and collaborative work environment. - Excellent verbal and written communication skills, with the ability to communicate effectively with internal and external stakeholders. - Strong stakeholder management skills with the ability to liaise effectively with Sales, Customer Service, Operations, and clients. - Well-organized with excellent attention to detail and good housekeeping practices. - Strong follow-up skills with a customer-focused mindset and key account management capabilities. - Excellent time management and prioritization skills to meet deadlines in a fast-paced environment. - Willing to go the extra mile, adaptable and proactive. - Proficient in Microsoft Office applications. - A collaborative team player who actively supports colleagues and contributes to the overall success of the department.