Assistant Customer Service Manager

Purpose/ObjectiveTo ensure smooth coordination and communication between customers, shipping lines, transporters, and internal departments for efficient handling of import/export cargo at the Container Freight Station. The role focuses on delivering excellent customer experience while maintaining compliance with operational and regulatory requirements.Key Responsibilities of Role1. Customer Interaction & Support:o Act as the primary point of contact for customers regarding cargo status, documentation, and service queries.o Provide timely updates on container movement, clearance status, and delivery schedules.o First level of escalation to ensure resolution of customers queries and overall customer satisfaction.2. Documentation & Compliance:o Co-ordinate shipments and mentor team to meet all customer SOP requirements.o Co-ordinate with documentation team for shipping documents framework.o Ensure compliance with customs regulations and CFS operational procedures.3. Coordination:o Liaise with shipping lines, CHA (Custom House Agents), transporters, and internal teams for smooth cargo handling.o Coordinate with operations and billing teams to resolve discrepancies and ensure accurate invoicing.4. Issue Resolution:o Handle customer complaints and service issues promptly and professionally.o Escalate unresolved issues to the concerned department or manager.5. Reporting & Record Keeping:o Maintain accurate records of customer interactions, cargo status, and documentation.o Prepare daily/weekly reports on customer service performance and cargo movement.Skills & Competencies:

• Strong communication and interpersonalQualifications and ExperienceBachelor’s degree in Business Administration, Logistics, or related field.Experience: 5-7 years in sales within CFS, logistics, or freight forwarding industry.Familiarity with EDI systems and shipping line coordination is an advantage.