Associate Manager - Customer Services

Job description

Responsibilities • Customer Interaction & Support: • Act as the primary point of contact for customers regarding cargo status, documentation, and service queries. • Provide timely updates on container movement, clearance status, and delivery schedules. • First level of escalation to ensure resolution of customers queries and overall customer satisfaction. • Documentation & Compliance: • Co-ordinate shipments and mentor team to meet all customer SOP requirements. • Co-ordinate with documentation team for shipping documents framework. • Ensure compliance with customs regulations and CFS operational procedures. • Coordination: • Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling. • Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing. • Issue Resolution: • Handle customer complaints and service issues promptly and professionally. • Escalate unresolved issues to the concerned department or manager. • Reporting & Record Keeping: • Maintain accurate records of customer interactions, cargo status, and documentation. • Prepare daily/weekly reports on customer service performance and cargo movement Skills & Competencies • Strong communication and interpersonal Qualifications • Bachelor’s degree in Business Administration, Logistics, or related field. • Experience: 5-7 years in sales within CFS, logistics, or freight forwarding industry. • Familiarity with EDI systems and shipping line coordination is an advantage.