Shipping and Customer Services Manager

Role OverviewThe Customer Services Manager is responsible for leading and developing the customer service function within a fast-paced import/export logistics environment. The role ensures seamless communication with clients, efficient resolution of issues, and delivery of high-quality service across all international freight operations (air, sea, and road).This position plays a key role in maintaining client satisfaction, improving operational processes, and supporting business growth.Key ResponsibilitiesCustomer Service ManagementLead, mentor, and develop the customer service team to deliver exceptional service standards.Act as the primary escalation point for complex customer queries, complaints, and service failures.Build and maintain strong relationships with key clients, ensuring long-term retention.Monitor and improve customer satisfaction metrics (e.g., SLAs, KPIs, NPS).Operations and Logistics CoordinationOversee customer service activities linked to import/export shipments, including documentation, tracking, and delivery updates.Coordinate with internal departments (operations, customs clearance, warehousing, and transport teams).Ensure compliance with international shipping regulations, customs requirements, and trade documentation.Process ImprovementIdentify opportunities to improve service delivery, workflows, and efficiency.Implement systems, processes, and best practices to enhance customer experience.Analyse trends in customer feedback and operational ..... full job details .....