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

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