Customer Service Manager
1 open position
Responsibilities:
1. Operational Oversight:
- Coordinating with Pricing and Booking Team in order to offer the best available option.
- Send schedules, cargo information, and freight charges to agents and seek alternative options if initial offers are not accepted
- Proceed with booking and slot reservation upon receiving confirmation from agents.
- Ensure carriers complete orders as planned to prevent booking cancellations
- Monitor and update shipment information with factories and inform agents of any changes such as PO number, ship date, weight, free time, pricing, GOH setup, etc
- Track and update shipment information in the internal system to ensure accurate data entry for subsequent departments
- Regular Review on our office loading, following up with overseas on VIPs and lost account.
2. Shipment Monitoring:
- Resolve any issues that arise to ensure customer satisfaction
3. Customer Support:
- Provide outstanding customer service to clients, addressing inquiries and providing timely solutions
- Handle and resolve any issues or escalations from customers
- Maintain strong relationships with key accounts and ensure their needs are met
4. Coordination and Communication:
- Provide regular market updates to agents, explaining difficulties and offering options to help agents make informed decisions for consignees
- Understand and manage the characteristics of each account, reporting allocations for fixed accounts to the global team
- Collaborate and support other departments to ensure smooth operations
5. Team Management:
- Ensure team members are working efficiently and accurately.
- Conduct regular performance reviews and provide feedback to team members
- Develop and implement training programs for new and existing staff
- Giving guidance and solution to the team.
- Monitoring and enforce the team following the SOPs.
Responsibilities:
Perform other tasks and projects as assigned by the Board of Directors
Requirements:
- Bachelor's degree in foreign trade, international economics, maritime transport, or related fields
- Minimum of 5 years of experience in a similar role within the forwarding, import-export, or logistics industry
- Proficiency in English (listening, speaking, reading, and writing)
- Strong leadership and team management skills
- Excellent problem-solving and decision-making abilities
- High level of responsibility and ability to work under pressure
- Service-minded, detail-oriented, hard-working, and positive thinking
Please apply with comprehensive CV and compensation expectations to trinh.pham@peopleprofilers.com
--People Profilers Services Vietnam Company Limited--