xecutive search firm Monroe Consulting Group Philippines is recruiting on behalf of 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 reporting to 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
