Customer Service Manager

3 weeks ago


Eastern Visayas Philippines Monroe Consulting Group Full time

Overview

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a prominent and expanding logistics company in the Philippines. We are seeking a highly motivated and dedicated Customer Service Manager to join the organization. The job will be based in Intramuros, Manila.

Job Summary

The Customer Service Manager will be responsible for overseeing end-to-end cargo operations, shipment monitoring, and customer support while managing a 20+ member team, ensuring accurate documentation, efficient space utilization, strong client relationships, and seamless collaboration across departments to drive operational excellence in the forwarding and logistics industry.

Main responsibilities 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.
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.
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.
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.
Additional Responsibilities
  • Perform other tasks and projects as assigned by the Directors or upper level.
Qualifications
  • Bachelor's degree in foreign trade, international economics, maritime transport, or related fields.
  • 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.
  • Proficiency in English (listening, speaking, reading, and writing).
  • 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

All applications will be treated in the strictest of confidence. If you are a suitable match for this position, please send your application

#J-18808-Ljbffr

  • Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

    Job Description: Client Relationship Management at the Program level.Responsibilities: Capacity planning and staffing plans for the process based on medium term business forecast.Negotiating and finalizing SLA's with the Client.Contract Negotiation.Creating revenue and cost plans for the medium termEstablishing a review/ reporting mechanism with the...


  • Philippines EXL Service Full time ₱1,500,000 - ₱2,500,000 per year

    Job Description: The Senior Operations Manager – BPO Travel Industry is responsible for leading and optimizing travel-related outsourcing operations. The role ensures operational excellence, client satisfaction, and strategic alignment by managing teams, refining processes, and leveraging industry-specific technologies.Responsibilities: Key...


  • Philippines EXL Service Full time ₱150,000 - ₱250,000 per year

    Job Description: Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact center. With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment. If you're...


  • Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

    Job Description: The ideal candidate will play a crucial role in optimizing data management and information flow within the organization, ensuring client satisfaction, revenue costs as per targets fixed, improvement in quality and productivity, employee satisfaction, attrition within norms.Responsibilities: Capacity planning and staffing plans for the...

  • Project Manager

    1 week ago


    , Eastern Visayas, Philippines Monroe Consulting Group Full time

    Key Responsibilities Drive the end-to-end project lifecycle from planning through to launch, ensuring milestones, budgets, and timelines are met. Coordinate inputs from executive leadership, operations, HR, technology, and marketing to ensure alignment and smooth delivery. Manage external partners as required. Support business case development, financial...


  • Philippines EXL Service Full time ₱900,000 - ₱1,200,000 per year

    Job Description: Meeting the SLA TargetsTeam management and Transaction/Call MonitoringProductivity Improvement and Employee engagementClient interaction, if required at supervisory levelEnsure compliance with internal policies and procedures, external regulations and information security standardsManagement reporting and oversightDriving Quality initiatives...


  • Sulat, Eastern Visayas, Philippines Nooks Full time ₱900,000 - ₱1,200,000 per year

    About Nooks is the AI Sales Assistant Platform (ASAP) that automates the busywork so reps can focus on the human part of selling and generate more sales pipeline. Nooks has helped thousands of sales reps hit quota, saved customers hundreds of thousands of hours, and powered hundreds of millions of dollars in pipeline. Nooks is loved by sales teams at...

  • Distributor Manager

    2 weeks ago


    , Eastern Visayas, Philippines Prifood Corporation Full time

    Overview Location: Will be handling the Leyte & Samar area. Responsibilities Prepare and present monthly operational and business review reports, develop and submit coverage plans, and ensure compliance with Master Coverage Plans and booking quantities. Conduct meetings with merchandisers, manage candidate pooling, enforce compliance, and monitor...

  • Operations Manager

    3 weeks ago


    , Eastern Visayas, Philippines Monroe Consulting Group Full time

    Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a trusted name in the construction industry, providing high-quality services in infrastructure development, engineering, and project management. On behalf of our client, we are seeking a highly motivated and dedicated Waste Management Operations Manager to join the...

  • BD Manager

    3 weeks ago


    , Eastern Visayas, Philippines Monroe Consulting Group Full time

    Overview Executive Search Firm: Monroe Consulting Group Philippines is recruiting on behalf of a global leader in high-end foodservice solutions. Our respected client is seeking a Business Development Manager who will be responsible for driving strategic growth across the Philippines by executing market expansion initiatives, cultivating key partnerships,...