Assistant Manager – Customer Service

1. Customer Relationship Management

• Act as the primary contact for key customer accounts.
• Provide shipment updates and resolve customer queries promptly.
• Build and maintain long-term customer relationships.
• Conduct customer review meetings to understand business requirements.
• Resolve customer complaints and escalations within SLA timelines.
• Ensure compliance with customer SOPs and Service Level Agreements (SLAs).

2. Shipment Coordination & Operations Support

• Coordinate with Ocean Freight, Air Freight, Customs Clearance, Transportation, Warehousing, and overseas offices.
• Ensure timely execution of import and export shipments.
• Monitor shipment milestones and provide proactive updates.
• Coordinate with shipping lines, airlines, transporters, warehouses, customs brokers, and overseas agents.
• Escalate and resolve operational issues efficiently.

3. Documentation & Compliance

• Verify shipping documents including:
  • Bills of Lading
  • Delivery Orders
  • Commercial Invoices
  • Packing Lists
  • Other shipment-related documents
• Ensure compliance with Customs regulations, DGFT guidelines, international trade requirements, and company policies.
• Maintain accurate operational documentation.
• Ensure audit readiness and documentation accuracy.

4. Team Leadership & Performance Management

• Lead and mentor the Customer Service team.
• Allocate work and monitor team productivity.
• Conduct performance reviews and coaching sessions.
• Identify training requirements and develop team capabilities.
• Foster a customer-centric and service excellence culture.

5. Stakeholder & Vendor Coordination

• Coordinate with:
  • Sales
  • Pricing
  • Operations
  • Finance
  • Overseas Offices
  • Shipping Lines
  • Airlines
  • Transporters
  • Warehouses
  • Logistics Partners
• Support onboarding of new customer accounts.
• Build and maintain strong vendor relationships.

6. Process Improvement & Service Excellence

• Identify opportunities to improve customer service processes.
• Drive automation, standardization, and operational improvements.
• Monitor customer feedback and implement corrective actions.
• Ensure effective utilization of ERP/TMS systems.

7. Reporting & MIS

• Prepare Daily, Weekly, and Monthly MIS reports.
• Track KPIs including:
  • Customer Satisfaction
  • Shipment Visibility
  • Response Time
  • SLA Compliance
  • Documentation Accuracy
  • Operational Efficiency
• Present performance reports to management.
• Analyze operational trends and recommend improvements.