Senior Manager - Customer Service - Logistics/Shipping Firm

Main Objectives of this position:

- Ensure overall delivery and quality of the business offerings to customers.

- Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivated work environment, and creating innovative approaches for improvement.

Function and duties:

- Create a "Customer Service Culture" delivering quality service and improved customer satisfaction

- Drive performance within the team by exceeding Quality promises and KPI deliverables

- Review customer survey results and implement measures to improve customer satisfaction

- Identify and communicate areas of concern/proposals to enhance the current business processes to the Regional Customer Service / Business systems teams

- Coach and develop a team of motivated individuals through regular performance reviews and 121 discussions

- Promote the standard application and ensure the documentation of local manuals and guidelines, where applicable

- Ensure QEM principles are followed and promoted within the department

- Identify training needs and ensure all team and functional training requirements are recorded and fulfilled

- Participate and support the global/regional projects related to Customer Service

- Assist in the rollout and drive the usage of new and existing product offerings

- Participate in cross-functional Area meetings, discussing solutions for daily problems involving other teams.

Qualifications and Technical Job Requirements:

- 10+ years of industry and management experience in the transportation industry, Shipping, logistics, and Freight forwarders OR eCommerce.

- Overall expert knowledge of the Import and Export Processes and understanding of the Shipping Industry as a whole.

- Result-driven team player with a proactive attitude

- Goal and deadline-driven

- Good time management skills

- Receptive and able to grasp new ideas and motivate one's self for personal development