Assistant Manager - Customer Services

Overview

This position in Customer Services at a leading infrastructure and logistics company involves managing customer inquiries, resolving cargo-related issues, and coordinating with various departments to ensure timely communication and customer satisfaction. The role emphasizes compliance with regulatory standards and continual process improvements to enhance service delivery.

Primary Duties

• Respond promptly and professionally to customers regarding cargo status, shipping schedules, and service information to ensure high-quality customer experiences.
• Log, monitor, and follow up on customer requests utilizing CRM software to guarantee timely and precise resolution of inquiries.
• Handle and resolve complaints related to cargo handling and delays, escalating complex issues as necessary.
• Act as the communication bridge between customers and internal teams such as operations, logistics, and billing departments.
• Provide real-time status updates and notifications to customers regarding shipment conditions, expected delays, or changes in schedules to maintain transparency.
• Maintain accurate records of customer interactions, requests, and issue resolutions within CRM systems.
• Assist customers with inquiries regarding port regulations, compliance, and necessary shipping documentation.
• Collect and analyze customer feedback to identify service improvement opportunities and report insights to management.
• Stay informed about digital and AI innovations relevant to the sector to foster a competitive business approach.

Qualifications and Experience

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or related disciplines.
• A minimum of 3-4 years of experience in customer service, account management, or logistics, preferably in port or shipping industries.
• Demonstrated success in managing key accounts and enhancing customer satisfaction results.

Skills and Competencies

• Proficient in Data Management and Record Keeping
• Experience with Container Tracking Systems
• Strong Conflict Resolution and Issue Management capabilities
• Client Relationship Management expertise

Additional Information

The role involves regular interaction with internal teams including the Customer Services lead and various departments, along with external stakeholders such as clients, government entities, trade organizations, and competitors. The organization emphasizes sustainable growth guided by values of community outreach and environmental responsibility.