DUTIES AND RESPONSIBILITIES

Customer Service Operations

• Supervise and coordinate the daily activities of Customer Service Officers.
• Ensure all shipment information is accurately entered and maintained in the company ERP/database.
• Monitor all import, export, and transit shipments from registration until final delivery.
• Ensure shipments meet the company's agreed lead time and service standards.
• Monitor shipment milestones and proactively identify potential delays.
• Coordinate with branches, transport coordinators, drivers, customs teams, shipping lines, and clients.
• Ensure timely communication of shipment status to customers.
• Review and validate shipment documentation before processing.
• Ensure Original Bills of Lading and other shipping documents are dispatched on time.
• Coordinate export booking, container release, seal collection, and vessel scheduling.
• Ensure trucks arrive at loading and discharge points according to schedule.
• Monitor truck detention, demurrage, delays, and operational exceptions.

Customer Relationship Management

• Serve as the primary escalation point for customer complaints.
• Resolve customer issues promptly and professionally.
• Build and maintain strong long-term customer relationships.
• Conduct regular customer follow-ups to measure service satisfaction.
• Ensure customer inquiries are responded to within agreed service levels.
• Maintain excellent communication with key accounts.

Team Leadership

• Guide and mentor Customer Service Officers.
• Provide on-the-job coaching and performance feedback.
• Support training and development of new employees.
• Promote teamwork and effective communication within the department.
• Assist the Operations Manager in evaluating employee performance.

Reporting

• Prepare daily operational status reports.
• Prepare weekly, monthly, and quarterly customer service reports.
• Analyze shipment performance trends.
• Prepare customer performance reports for management.
• Submit service improvement recommendations.

Compliance

• Ensure compliance with company policies and procedures.
• Ensure documentation complies with customs, shipping, and client requirements.
• Report operational risks and compliance issues immediately.
• Support internal and external audits when required.

Continuous Improvement

• Identify opportunities to improve customer service processes.
• Recommend automation and process improvements.
• Participate in quality improvement initiatives.
• Support implementation of new customer service systems and procedures.

Coordination

• Work closely with Operations, Transport, Customs Clearance, Finance, Sales, and Branch Offices.
• Coordinate with shipping lines, customs authorities, and external stakeholders.
• Facilitate smooth communication between operational departments and customers.

Other Responsibilities

• Perform duties assigned by the Operations Manager.
• Support business continuity during operational emergencies.
• Carry out any other related duties assigned by management.