Assistant customer service manager

Job Description 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 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 in handling key customer accounts, operational escalations, service delivery, and cross-functional coordination. R equired Skills Freight Forwarding C ustomer Service Ocean Freight (Impor t & Export)Air Fre ight Operations Customs Clearan ce Coordination Shipment Tracking & amp; Visibility Customer Relation ship Management Key Acc ount Management Shippin g Documen tation Incoterms ER P / TMS Systems Advanced MS Excel & ; MIS Reporting Leadership & Team Management Stakeho lder Management Problem Solving & Decision Making Excellent Communication & Pres entation Skills Time Management &am p; Multitasking