Job description
We are looking for an experienced Operations / Customer Service Manager to oversee customer service and operations within freight forwarding and logistics. The role involves managing shipment execution, handling customer escalations, leading teams, and ensuring smooth coordination with customers, vendors, shipping lines, and internal departments to maintain high service standards and operational efficiency.
Key Responsibilities
Manage daily customer service, shipment operations, and issue resolution Lead and mentor the operations/customer service team to achieve KPIs Coordinate with shipping lines, overseas agents, transporters, CHA, CFS, and vendors for smooth shipment execution Ensure timely documentation, shipment tracking, billing, and operational efficiency Monitor customer satisfaction, service levels, and resolve escalations effectively Prepare operational reports and identify process improvement opportunities Requirements Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field preferred 5–10 years of experience in freight forwarding, logistics operations, or customer service management Strong knowledge of import/export operations, shipment coordination, and logistics workflows Experience managing teams and handling customer escalations Good communication, analytical, and problem-solving skills Proficiency in MS Office and logistics/ERP systems