Role Overview

The Customer Services Manager is responsible for leading and developing the customer service function within a fast-paced import/export logistics environment. The role ensures seamless communication with clients, efficient resolution of issues, and delivery of high-quality service across all international freight operations (air, sea, and road).

This position plays a key role in maintaining client satisfaction, improving operational processes, and supporting business growth.

Key Responsibilities

Customer Service Management

• Lead, mentor, and develop the customer service team to deliver exceptional service standards.
• Act as the primary escalation point for complex customer queries, complaints, and service failures.
• Build and maintain strong relationships with key clients, ensuring long-term retention.
• Monitor and improve customer satisfaction metrics (e.g., SLAs, KPIs, NPS).

Operations & Logistics Coordination

• Oversee customer service activities linked to import/export shipments, including documentation, tracking, and delivery updates.
• Coordinate with internal departments (operations, customs clearance, warehousing, and transport teams).
• Ensure compliance with international shipping regulations, customs requirements, and trade documentation.

Process Improvement

• Identify opportunities to improve service delivery, workflows, and efficiency.
• Implement systems, processes, and best practices to enhance customer experience.
• Analyse trends in customer feedback and operational performance.

Team Leadership & Development

• Recruit, train, and manage a high-performing customer service team.
• Conduct performance reviews, set objectives, and provide ongoing coaching.
• Foster a positive, proactive, and solutions-driven team culture.

Performance & Reporting

• Track and report on KPIs such as response times, issue resolution, and client satisfaction.
• Provide regular updates to senior management on customer service performance.
• Manage budgets and resource planning for the department.

Key Skills & Competencies

• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Problem-solving and decision-making capability
• High attention to detail and organisational skills
• Ability to work under pressure in a fast-paced logistics environment
• Customer-centric mindset with a focus on service excellence

Experience & Qualifications

Essential

• Proven experience (3–5+ years) in a customer service management role
• Experience within logistics, freight forwarding, or import/export industries
• Strong understanding of international shipping processes and documentation
• Experience managing and developing teams

Desirable

• Knowledge of customs regulations and compliance requirements
• Experience with CRM and logistics management systems