Assistant Manager – Customer Service

1. Customer Relationship ManagementAct as the primary contact for key customer accounts.Provide shipment updates and resolve customer queries promptly.Build and maintain long-term customer relationships.Conduct customer review meetings to understand business requirements.Resolve customer complaints and escalations within SLA timelines.Ensure compliance with customer SOPs and Service Level Agreements (SLAs).2. Shipment Coordination & Operations SupportCoordinate with Ocean Freight, Air Freight, Customs Clearance, Transportation, Warehousing, and overseas offices.Ensure timely execution of import and export shipments.Monitor shipment milestones and provide proactive updates.Coordinate with shipping lines, airlines, transporters, warehouses, customs brokers, and overseas agents.Escalate and resolve operational issues efficiently.3. Documentation & ComplianceVerify shipping documents including:Bills of LadingDelivery OrdersCommercial InvoicesPacking ListsOther shipment-related documentsEnsure compliance with Customs regulations, DGFT guidelines, international trade requirements, and company policies.Maintain accurate operational documentation.Ensure audit readiness and documentation accuracy.4. Team Leadership & Performance ManagementLead and mentor the Customer Service team.Allocate work and monitor team productivity.Conduct performance reviews and coaching sessions.Identify training requirements and develop team capabilities.Foster a customer-centric and service excellence culture.5. Stakeholder & Vendor CoordinationCoordinate with:SalesPricingOperationsFinanceOverseas OfficesShipping LinesAirlinesTransportersWarehousesLogistics PartnersSupport onboarding of new customer accounts.Build and maintain strong vendor relationships.6. Process Improvement & Service ExcellenceIdentify opportunities to improve customer service processes.Drive automation, standardization, and operational improvements.Monitor customer feedback and implement corrective actions.Ensure effective utilization of ERP/TMS systems.7. Reporting & MISPrepare Daily, Weekly, and Monthly MIS reports.Track KPIs including:Customer SatisfactionShipment VisibilityResponse TimeSLA ComplianceDocumentation AccuracyOperational EfficiencyPresent performance reports to management.Analyze operational trends and recommend improvements.