Customer Services Manager

About This Role

The Customer Services Manager is responsible for leading and managing the customer service function within the logistics operation. This role ensures high levels of customer satisfaction by overseeing service delivery, resolving customer issues, and acting as the main liaison between customers, operations, and internal departments. The position plays a critical role in maintaining service quality, operational efficiency, and long-term client relationships.

Qualifications

• Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field
• 5+ years of experience in customer service within logistics, transportation, or supply chain operations
• Minimum 2–3 years of experience in a supervisory or managerial role
• Strong knowledge of logistics processes (transportation, warehousing, customs, delivery coordination)
• Excellent communication, problem-solving, and customer relationship management skills
• Ability to manage multiple priorities and handle high-pressure situations effectively
• Experience with CRM systems, TMS, or logistics-related software
• Strong leadership, team management, and coaching abilities
• Proficiency in MS Office (Excel, PowerPoint, Outlook)
• Good command of English (additional languages are an advantage)

Responsibilities

• Lead, coach, and manage the customer service team to ensure consistent service excellence
• Act as the primary escalation point for customer complaints, service failures, and claims
• Coordinate closely with Operations, Transport, Warehouse, and Sales teams to resolve customer issues
• Monitor service performance against SLAs, KPIs, and customer expectations
• Ensure timely and accurate handling of inquiries related to shipment status, delays, damages, and documentation
• Develop and implement customer service processes, standards, and continuous improvements
• Prepare service performance reports and present insights to management
• Support key account management and participate in customer meetings when required
• Ensure compliance with company policies, safety standards, and regulatory requirements
• Identify customer trends, recurring issues, and improvement opportunities to enhance service quality