Customer Service Manager

2 weeks ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Aloha Consulting Group Full time ₫9,000,000 - ₫12,000,000 per year

ACG_3137_JOB

Our client is a leading logistic institution in Vietnam that is looking for a qualified candidate to join their firm.

  • Team Leadership: Delegate responsibilities, track team performance, and mentor Customer Service staff to maintain high productivity and service quality.

  • Quality Control of Service: Oversee booking operations, cargo tracking, shipment status updates, handle customer complaints, and resolve issues effectively.

  • Client Relations: Foster strong relationships with current clients and work on improving overall customer satisfaction through process enhancements.

  • Supporting Sales: Collaborate closely with the Sales team to deliver customized service options, prepare quotations, and provide after-sales assistance.

  • Workflow Improvement: Work with departments such as Sales, Operations, Documentation, and Customs to optimize processes for better efficiency.

  • Billing & Payment Oversight:

    • Confirm service charges with relevant teams.

    • Coordinate with Accounting for accurate and timely invoice issuance.

    • Monitor receivables and assist in debt recovery when necessary.

  • Monthly Financial Close & Revenue Review:

    • Aggregate and evaluate revenue and costs per shipment.

    • Coordinate with Finance and Operations to finalize monthly profit and loss reports, assuring deadlines and accuracy.

    • Validate financial information aligns with accounting data.

  • Cost & Performance Monitoring: Track customer service-related expenses, monitor key service indicators (response time, accuracy, customer satisfaction), and report findings to management.

  • Problem Solving: Act as the escalation point for serious customer concerns or service disruptions.

  • Regulatory Compliance: Ensure all customer service activities follow company policies and legal requirements in customs, logistics, maritime, air cargo, etc.

Requirements
1. Qualifications & Experience:

  • Minimum 5 years of experience as a Customer Service Manager or Assistant Manager, ideally within a Top 20 Global Freight Forwarding company.

  • Demonstrated success in managing a team of 10+ staff.

  • Solid expertise in airfreight operations and customer service.

  • Proficient in spoken and written English.

2. Skills & Abilities:

  • Strong leadership, coaching, and performance management skills.

  • Deep understanding of Vietnam's logistics sector and market nuances.

  • Excellent communication, negotiation, and presentation abilities, both spoken and written.

  • Analytical thinker with strategic planning strengths.

  • Fluent in English; Chinese language skills are a plus.

  • Willing and able to travel frequently across Vietnam for business needs.

  • Detail-oriented and capable of performing well under pressure in a dynamic environment.

Contact: Nhi Le

Due to the immense number of applications, only shortlisted candidates will be contacted.

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