Customer Service Manager (Logistics)

Job Detail

• Supervise and lead a team of customer service representatives, providing guidance, training, and support to ensure high-quality customer interactions. • Develop and maintain positive relationships with customers, addressing inquiries, concerns, and complaints in a timely and professional manner. Act as the primary point of contact for escalated customer issues. • Communicate with customers to identify their needs / expectations and make appropriate adjustments to meet those needs. • Facilitate communication between internal departments such as operations, sales, and warehousing to coordinate customer orders and resolve issues efficiently. • Track and analyze customer service metrics, such as response times, resolution rates, and customer satisfaction scores, to identify areas for improvement and implement corrective actions as needed. • Continuously evaluate and streamline customer service processes and procedures to enhance efficiency and customer satisfaction. Implement best practices and innovative solutions to optimize service delivery. • Ensure compliance with company policies, procedures, and regulatory requirements related to customer service and logistics operations. • Preparation of periodic status meetings with management • Gather and analyze customer feedback through surveys, interviews, and other channels to identify areas for improvement and make recommendations for enhancing the overall customer experience. • Provide ongoing training and development opportunities for customer service team members to enhance their skills and knowledge of logistics processes, industry trends, and customer service techniques. • Collaborate with external vendors and service providers to ensure seamless coordination of logistics services and address any issues or concerns that may arise. • Monitor the customer’s payment status. • Involve in company marketing efforts. Contribute to the development of strategic initiatives and long-term plans for improving customer service operations and driving business growth in the logistics sector.