Customer Service Manager

2 days ago

Thành phố Hồ Chí Minh, Vietnam Headhunt Vietnam Full time

**Key Responsibilities**:
**1. Operational Oversight**:

- Check space and pricing based on the nature of the cargo and Customer/ Customer/ Agents requirements to offer the best options available.
- Send schedules, cargo information, and freight charges to Customer/ Agents and seek alternative options if initial offers are not accepted.
- Proceed with booking and slot reservation upon receiving confirmation from Customer/ Agents.
- Monitor and update shipment information with factories and inform Customer/ Agents of any changes such as PO number, ship date, weight, free time, pricing, GOH setup, etc.
- Track and update shipment information to system in time and ensure accurate data entry for subsequent departments.
- Closely follow up Customer shipping’s plan to minimize cancellation & utilize company’s space.

**2. Shipment Monitoring**:

- Verify shipment plans with shippers 3-4 days before the closing time to avoid shortfall bookings.
- Ensure accurate information on SI/sales memos is provided to the operations department 2 days before the SI cut-off.
- Resolve any issues that arise to ensure customer satisfaction.

**3. Customer Support**:

- Provide outstanding customer service to clients, addressing inquiries and providing timely solutions.
- Handle and resolve any issues or escalations from customers.
- Maintain strong relationships with key accounts and ensure their needs are met. 4

**Management tasks**:

- Manage team 20+
- Cover company all type of lanes.
- Ensure team members are working efficiently and accurately.
- Conduct regular performance reviews and provide feedback to team members.
- Develop and implement training programs for new and existing staff.
- Co-manage allocation, mission & reporting allocations usage by accounts to the upper level & global team.
- Collaborate and support other departments to ensure smooth operations.

**Requirements**:
**1. Educational Background**:

- Bachelor's degree in foreign trade, international economics, maritime transport, or related fields.

**2. Experience**:

- Minimum of 5 years of experience in a similar role within the forwarding, shipping, or logistics industry.
- Expert in Cargowise, ERP or related platform in Logistics industry.
- Deeply knowledge in TP trade is advantage.

**3. Language Skills**:

- Proficiency in English (listening, speaking, reading, and writing).

**4. Skills and Abilities**:

- Strong leadership and team management skills.
- Excellent at problem-solving, communication, negotiation & presentation skills
- Good at stakeholder management.
- High level of responsibility and ability to work under pressure.
- Service-minded, detail-oriented, hard-working, and positive thinking.

Pay: 50,000,000₫ - 60,000,000₫ per month

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