Customer Service Manager

Spectrum Forwarding & International Logistics Limited is a commission agent/performing a task on behalf of the exporter/importer routine tasks such as Loading/unloading of goods,storage of goods,arranging local transport, obtaining payment for his Customers.  Our scope covers the area of freight forwarding and logistics services.


Job Title: Customer Service Manager
Key Responsibilities:

• Attend to customer requests and all issues related to Export/Import cargoes via call, email, fax and any possible channels within agreed timelines and as assigned by direct supervisor through task demarcation or on ad-hoc basis.
• Lead and manage Customer Service Representative (CSR) team to ensure departmental/company goals and objectives are met
• Provided extended follow up with customers via phone on Special cargo detail submission, Documentation improvement etc.
• Reach out timely to other stakeholders and functions in order to have timely coordination on solution offering to customers.
• Investigate customer’s problems and find solutions
• Build and maintain strong, long-lasting customer relationships
• Develop a trusted advisor relationship with customers
• Hire and train Customer Service Repss
• Ensure the timely and successful delivery of our solutions according to our customer’s needs and objectives
• Analyze data and statistics
• Work with sales, IT specialists, warehouse supervisors, shipping and inbound freight coordinators
• Compile and print records on overall customer satisfaction
• Isolate and identify areas of improvement
• Other tasks as assigned by Supervisor
• Working overtime as per task distribution as when required

Qualifications/Requirements:

• Bachelor Degree in Business,Foreign trade (or relevant field)
• Minimum of 2 years of experience in customer service or sales or fresh graduates with outstanding results will be considered.
• Team player
• Result Orientation
• Proactive co-operation and CARE capabilities
• Project management skills
• High sense of urgency
• Excellent interpersonal, analytical, written and oral communication skills
• Ability to work well in a dynamic, fast-changing environment that requires a high degree of multi-tasking with minimal supervision
• Demonstrated record of understanding and meeting customer expectations
• Proficient in Microsoft Office and Windows-based computer applications