We are a well-established freight forwarding company providing end-to-end logistics solutions across air, ocean, and road freight. With a strong focus on service quality and long-term customer partnerships, we are looking for an experienced Customer Service Manager to lead our customer service team and elevate the client experience.

Key Responsibilities

• Improve customer service experience, create,engaged customers and facilitate department growth.

• Negotiate best rates with airlines and agentsfor interest of company.

• Negotiate best offer to client in interest ofcompany.

• Take control of customer's issues and followproblems through to resolution.

• Set a clear mission and deploy strategiesfocused towards that mission.

• Develop service procedures, policies andstandards.

• Keep meticulous records and document customerservice actions and discussions.

• Analyze statistics and compile accurate reports.

• Build excellent relationship with carriers,clients and service providers.

• Keep ahead of industry's developments and applybest practices to areas of improvement.

• Control resources and utilize assets to achievequalitative and quantitative targets.

• Adhere to and manage the approved budget.

• Maintain an orderly workflow according topriorities.

• Share information with management on customersand market conditions.

• The list of duties and responsibilitiesoutlined above is representative and not a complete and detailed list of taskswhich may be performed.

Requirements

• Minimum 4 years' experience in freight forwarding or logistics, with at least 2 years in a supervisory or managerial role
• Strong knowledge of air, sea, and road freight operations
• Excellent customer service, communication, and problem-solving skills
• Proven leadership and team management experience
• Ability to handle pressure, prioritize tasks, and meet deadlines
• Proficiency in freight management systems and MS Office
• Strong commercial awareness and customer-focused mindset