Shipping and Customer Services Manager
28 days ago
Redhill
Role Overview The 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 Responsibilities Customer Service Management • Lead, 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 & Logistics Coordination • Oversee 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 Improvement • Identify 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 performance. Team Leadership & Development • Recruit, train, and manage a high-performing customer service team., • Conduct performance reviews, set objectives, and provide ongoing coaching., • Foster a positive, proactive, and solutions-driven team culture. Performance & Reporting • Track and report on KPIs such as response times, issue resolution, and client satisfaction., • Provide regular updates to senior management on customer service performance., • Manage budgets and resource planning for the department. Key Skills & Competencies • Strong leadership and people management skills, • Excellent communication and interpersonal abilities, • Problem-solving and decision-making capability, • High attention to detail and organisational skills, • Ability to work under pressure in a fast-paced logistics environment, • Customer-centric mindset with a focus on service excellence Experience & Qualifications Essential • Proven experience (3–5+ years) in a customer service management role, • Experience within logistics, freight forwarding, or import/export industries, • Strong understanding of international shipping processes and documentation, • Experience managing and developing teams Desirable • Knowledge of customs regulations and compliance requirements, • Experience with CRM and logistics management systems