Job description for Customer Service and Operation Manager at Kloud Connect
Customer Service and Operation Manager
Our client is a freight forwarding company with 11 strong years of market presence.The company specialize in e-commerce and traditional freight, handling about 15,000 tons of airfreight per month.
Position Summary
We are seeking a highly motivated and experienced Customer Service Team Lead to head our customer service and operation team. The ideal candidate will have a strong background in freight forwarding and exceptional customer service skills and operational experience. This role involves managing customer relationships, ensuring the timely and efficient handling of airfreight and oceanfreight shipments from end to end, and collaborating with various departments to enhance operational effectiveness.
Key Responsibilities
Procurement & Shipment Planning
• Identify and secure the most effective transport solutions based on cost, transit time, and customer requirements.
• Develop customized logistics strategies to enhance efficiency, including transshipment solutions.
• Serve as a regional control tower, ensuring smooth coordination and issue resolution.
Team Leadership
• Lead and mentor the customer service team, fostering a high-performance work environment.
• Encourage collaboration and continuous professional development within the team.
Customer Relationship Management
• Build and maintain strong relationships with key clients, ensuring expectations are consistently met or exceeded.
• Address customer inquiries and concerns promptly, ensuring high satisfaction levels.
Operational Coordination
• Work closely with sales and logistics teams to facilitate smooth shipment processes and timely deliveries.
• Monitor ongoing shipments and coordinate with carriers to resolve any issues.
Process Improvement
• Identify and implement process improvements to enhance operational efficiency and customer experience.
• Analyze customer feedback and performance metrics to develop service enhancement strategies.
Training & Development
• Provide training and continuous support on airfreight procedures, customer service, and industry regulations.
Reporting & Analysis
• Prepare regular reports on team performance, customer satisfaction, and operational metrics.
• Use data-driven insights to optimize service delivery and decision-making.
Qualifications
• Minimum of 5 years of experience in freight forwarding, with expertise in freight operations.
• In-depth knowledge of freight regulations, tariffs, and shipping procedures, especially airfreight operations.
• Strong leadership and team management experience.
• Excellent communication and interpersonal skills for client and team engagement.
• Proficiency in freight forwarding software (preferably Cargowise) and Microsoft Office Suite.
• Fluency in English and the local official language.
• Ability to perform in a fast-paced and dynamic work environment.
