Senior Manager (US Back Office Operations & Customer Service)

Job Description – Senior Manager (US Back Office Operations & Customer Service)

Job Title: Senior Manager – US Back Office Operations & Customer Service
Location: Chennai
Department: Operations / Logistics / Customer Service
Reports To: Director
Employment Type: Full-Time | Work from Office

Job Summary

We are seeking an experienced Senior Manager to lead back-office operations and customer service for international ocean and air freight processes. The role requires deep expertise in freight forwarding, export/import documentation, regulatory compliance, and customer service management. The successful candidate will ensure operational efficiency, customer satisfaction, and support organizational growth in global supply chains.

Roles & Responsibilities

Oversee end-to-end back-office operations for international freight (air & ocean).

Ensure compliance with documentation requirements (HBL, MBL, AWB, AES, ISF, AMS, customs).

Lead, mentor, and manage customer service and operations teams to maintain productivity and service quality.

Serve as the escalation point for critical client issues.

Collaborate with clients, carriers, and internal teams to ensure shipment visibility and satisfaction.

Develop and enforce SOPs for efficiency and compliance.

Track and analyze KPIs, ensuring accuracy of data in TMS/ERP systems.

Conduct training, performance reviews, and team-building activities.

Identify inefficiencies, driving process automation and continuous improvement.

Generate operational and service performance reports (error rates, on-time metrics, etc.).

Support implementation and upgrades of TMS, CRM, and automation tools.