Customer Service Manager (Freight)

Our client is a global intermodal logistics service provider.

The main focus of this role is to lead the Customer service team for Sea freight and liaise with customers on the standard operating procedures. Meet up with clients on project/special matters and prepare customer key performance index reports. First point of escalation contact for customer and assist in implementing corrective actions and preventive measures for immediate service recovery. Work with Ocean carriers for bookings/uplift upon escalation from team and attend to freight management and rates negotiation. Liaise with overseas agents on the various requirements and rates. Review the profit & loss of product desk and analyze job file purchasing and raise concern to pricing team. Joint sales visit to resolved operations issue when necessary

*Minimum 7 years' of relevant functional experience in sea freight industry ideally in a similar customer service environment
*Excellent communication and interpersonal skills, crisis management resolution critical.
*DGR trained ideal, ability to identify, understand and resolve customer needs, couple with the ability to manage large teams
*Proficient with Customer Service Process (end-to-end) and proven ability to up-skill capabilities of the team