Assistant Customer Service Manager

ATA · Delhi, India

About the Role

Contact person- Vaibhavi Pande-

7
The Assistant Manager – Customer Service will be responsible for managing end-to-end customer service activities for freight forwarding and logistics services, ensuring exceptional customer experience across Ocean Freight, Air Freight, Customs Clearance, Transportation, and Warehousing. The role involves acting as the primary point of contact for key customers, coordinating with internal operations teams, overseas offices, shipping lines, and vendors to ensure timely shipment execution, proactive communication, and service excellence. The incumbent will also lead the customer service team, drive process improvements, monitor service performance, and ensure customer satisfaction while supporting the organization's business objective

s.
Responsibilit

ies
Customer Relationship Managem

• ent:Serve as the primary point of contact for key customers regarding shipment status, operational updates, and service-related quer
• ies.Build and maintain long-term relationships with key customers by ensuring proactive communication and exceptional serv
• ice.Conduct regular customer review meetings to understand business requirements and improve service deliv
• ery.Resolve customer complaints and escalations within defined service timelines while ensuring customer satisfact
• ion.Ensure adherence to customer SOPs and service level agreements (SL

As).
Shipment Coordination & Operations Sup

• port:Coordinate with Ocean Operations, Air Operations, Customs Clearance, Transportation, Warehousing, and overseas offices for smooth shipment execu
• tion.Ensure timely execution of Import and Export shipments from booking to final deli
• very.Monitor shipment milestones and proactively communicate shipment status to custo
• mers.Coordinate with shipping lines, airlines, transporters, warehouses, customs brokers, and overseas agents to ensure seamless cargo move
• ment.Escalate operational issues and ensure timely resolu

tion.
Documentation & Compl

• iance:Verify shipping documentation including Bills of Lading, Delivery Orders, Commercial Invoices, Packing Lists, and other shipment-related docu
• ments.Ensure compliance with Customs regulations, DGFT guidelines, international trade requirements, and company pol
• icies.Maintain accurate operational records and ensure audit read
• iness.Ensure documentation accuracy to minimize shipment delays and operational

risks.
Team Leadership & Performance Mana

• gement:Lead, mentor, and develop the Customer Servic
• e team.Allocate work, monitor team productivity, and ensure timely completion of operational acti
• vities.Conduct performance reviews, coaching sessions, and identify training
• needs.Promote a customer-focused culture with emphasis on operational excellence and continuous impro

vement.
Stakeholder & Vendor Coord

• ination:Collaborate with Sales, Pricing, Operations, Finance, overseas offices, shipping lines, transporters, and logistics p
• artners.Support implementation and onboarding of new customer a
• ccounts.Ensure smooth coordination between internal and external stakeholders for timely shipment ex
• ecution.Build strong relationships with carriers, vendors, and business p

artners.
Process Improvement & Service Ex

• cellence:Identify opportunities to improve customer service processes and operational ef
• ficiency.Drive standardization, automation, and continuous improvement ini
• tiatives.Monitor customer feedback and implement corrective and preventive
• actions.Ensure effective utilization of ERP/TMS systems for operational ex

cellence.
Reporting

• & MIS:Prepare daily, weekly, and monthly customer servic
• e reports.Track KPIs including customer satisfaction, shipment visibility, response time, SLA compliance, documentation accuracy, and operational e
• fficiency.Present service performance reports and improvement initiatives to m
• anagement.Analyze operational trends and recommend improvemen

t actions.
Qua

lification

• s
  Education:Bachelor's degree in commerce, Business Administration, Logistics, Supply Chain Management, or a related
• discipline.MBA / PGDM in Logistics, Supply Chain Management, or Marketing will b

e preferred

• .
  Experience:10–13 years of experience in Customer Service within the Freight Forwarding, Logistics, or Supply Ch
• ain industry.Minimum 4–6 years of experience in a team handling or lea
• dership role.Strong expertise in managing Ocean Freight (Import & Export) and Air Freight customer servic
• e operations.Experience in handling key customer accounts, operational escalations, service delivery, and cross-functional

coordination.
R

• equired Skills
  Freight Forwarding C
• ustomer ServiceOcean Freight (Impor
• t & Export)Air Fre
• ight OperationsCustoms Clearan
• ce CoordinationShipment Tracking &
• amp; VisibilityCustomer Relation
• ship ManagementKey Acc
• ount ManagementShippin
• g Documen
• tationIncotermsER
• P / TMS SystemsAdvanced MS Excel &
• ; MIS ReportingLeadership &
• Team ManagementStakeho
• lder ManagementProblem Solving &
• Decision MakingExcellent Communication & Pres
• entation SkillsTime Management &am