Customer Service Manager - International

Collect newly booked files from sales team. review documents and open files.

Review the job details and plan for the job

Assign files to move coordinators and ensure coordinators are attending to the file immediately.

Continuously monitor the activities of the coordinators and see if they are handling the jobs properly, if they are serving the customers properly, if they updating the files correcting, and then if are sticking to TAT as required by ISO, FIDI, and management?

Check job quality and customer satisfaction by calling every customer at least once when the job is in progress.?

Address customer concerns, issues and resolve it immediately.

Build and ensure excellent customer rapport is built and personalized services are provided. Generate leads for sales teams?

Look for opportunities for upselling and cross-selling

Monitor all jobs and look for ways to reduce cost and consolidate shipments

Record all customer complaints, negative feedbacks/suggestions, and claims into the software. Take immediate corrective action (CA) and resolve issues within 48 hours. Sit with GM / Management once a month to do root cause analysis (RCA) and take preventive action (PA).?

Check final costing and report if costing has gone higher or lower than estimation?

Check the final volume and report if volume/weight has gone higher or lower than the estimation?

Check the billing and see if everything is ok.

Check the file and software after job completion and see if everything is done as per FIDI, ISO, and management requirements

Standardize all communication templates

Motivate, Mentor, Train, and check teams performance

Prepare MIS, Review the MIS and Submit analysis reports

Desired Candidate Profile:

Should have excellent skills in customer services and rapport building

Should have excellent communication and should be able to speak to high profile customers

Should have a positive attitude and willing to take up any challenge

Should be calm and composed at all times and should be able to handle a high-pressure environment

Should be able to take decisions quickly and have a solution-oriented approach to problem-solving and decision-making

Should be able to multitask, set priorities, manage timelines, and meet strict deadlines

Should be able to read, analyze and interpret client needs and policies

Should be flexible, work after hours and during weekends if required

Should be able to Assign tasks, monitor & handle team performance towards customer satisfaction

Should be able to build teams & take up leadership roles

Candidate will EMS awareness preferred

Experience & Qualifications:

Should have minimum 5 years prior experience in customer service

Should have minimum 2 years experience in managing a team

Candidates with prior experience and knowledge of Packing and Moving, Transport, Logistics, Import & Export will be preferred.

Should have very good working knowledge of Windows, Microsoft, Excel and other IT Skills

Should be able to read, speak and write in English fluently

Should be able to understand and speak in local languages.