Assistant Manager - Customer Services

About the role

We are looking for an Assistant Manager – Customer Services to act as the primary point of contact for our cargo and shipping clients. The role ensures timely, accurate information flow between customers and internal teams, supporting smooth operations at the port.

Key responsibilities

• Respond promptly and professionally to customer inquiries about cargo status, shipping schedules, and service offerings.
• Log, track, and follow up on service requests using CRM systems, ensuring timely resolution.
• Address and resolve customer issues related to cargo handling, delays, and operational concerns, escalating complex cases when needed.
• Serve as liaison between customers and internal departments such as operations, logistics, and billing.
• Provide real‑time shipment updates, delay notifications, and schedule changes to maintain transparency.
• Maintain accurate records of interactions, requests, and resolutions in the CRM.
• Assist customers with port regulations, compliance requirements, and necessary documentation.
• Collect and document customer feedback, highlighting improvement areas for management.
• Stay informed on digital and AI advancements to enhance service competitiveness.

Required profile

• Bachelor’s degree in Logistics, Supply Chain, Business Administration or a related field.
• Minimum 3–4 years of experience in customer service, account management, or logistics, preferably in ports or shipping.
• Proven track record of managing key accounts and improving customer‑satisfaction metrics.

Required skills

• Proficiency with CRM systems for tracking and resolving customer requests.