Assistant Customer Service Manager

Purpose/Objective

To ensure smooth coordination and communication between customers, shipping lines, transporters, and internal departments for efficient handling of import/export cargo at the Container Freight Station. The role focuses on delivering excellent customer experience while maintaining compliance with operational and regulatory requirements.

Key Responsibilities of Role

1. Customer Interaction & Support:

o Act as the primary point of contact for customers regarding cargo status, documentation, and service queries.

o Provide timely updates on container movement, clearance status, and delivery schedules.

o First level of escalation to ensure resolution of customers queries and overall customer satisfaction.

2. Documentation & Compliance:

o Co-ordinate shipments and mentor team to meet all customer SOP requirements.

o Co-ordinate with documentation team for shipping documents framework.

o Ensure compliance with customs regulations and CFS operational procedures.

3. Coordination:

o Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.

o Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.

4. Issue Resolution:

o Handle customer complaints and service issues promptly and professionally.

o Escalate unresolved issues to the concerned department or manager.

5. Reporting & Record Keeping:

o Maintain accurate records of customer interactions, cargo status, and documentation.

o Prepare daily/weekly reports on customer service performance and cargo movement

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Skills & Competencies:

• Strong communication and interpersonal

Qualifications and Experience

• Bachelor's degree in Business Administration, Logistics, or related field.
• Experience: 5-7 years in sales within CFS, logistics, or freight forwarding industry.
• Familiarity with EDI systems and shipping line coordination is an advantage.