Freight Customer Service Manager

Our client, a freight forwarder, is looking for a Customer Service Manager.

GENERAL PURPOSE OF THE POSITION

Direct and manage the operations staff within your business unit to ensure that they are appropriately resourced, motivated, and trained and that they carry out their responsibilities whilst delivering and developing a best-in-class service across all aspects of the operation.

Managing local Key Account client relationships in respect of performance, communication, client SOP’s and development of the services we offer.

Ensure effective cost and margin management is maintained, along with vendor management and selection to ensure the best-in-class service levels are provided.

Reporting to the Branch Manager, you will work closely with customers, clients, agents, and business stakeholders.

Manage your time to ensure that priorities and targets set are achieved.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Manage all aspects of the import & export shipping process along with clients' purchase order management.
2. Obtain and communicate, internally and externally, all necessary information to ensure correct measures are in place for shipments.
3. Obtain and communicate, internally and externally, all necessary information to ensure customer needs are met continuously.
4. Liaise between suppliers, forwarders, and agents to obtain up-to-date shipment information and to ensure all shipments are handled to our required levels.
5. Provide transport companies with the relevant information to ensure customer collection/delivery requirements are satisfied.
6. Ensure clients' site management requirements are met by the suppliers we select and that they have the necessary equipment to provide best in service.
7. Ensure correct documentation is provided to all parties and stored on all job files.
8. Oversee all job files ensuring they are costed and billed correctly in accordance with procedures in place.
9. Achieve operational objectives by making recommendations to strategic plans and reviews.
10. Prepare and complete action plans and reviews; resolve problems and identify trends.
11. Assist with the development and implementation of effective operational systems and processes relevant to the industry sector requirements of gaining and maintaining AEO accreditation.
12. Assist with the development and implementation of effective operational systems and processes relevant to the continued improvement of the company’s IT platforms.
13. Ensure effective month-end procedures are in place, making sure the operation is performing to the standard margin and gross profit accuracy.
14. Manage and develop staff assigned to your section ensuring Company policies and procedures are complied with.
15. Assist the Branch Manager in the setting, achievement, and reporting of meaningful KPI’s that drive desired results.
16. Respond positively to new business opportunities to maximize profitability.
17. Ensure that legislative requirements are fully understood together with responsibilities relating to AEO, Quality Standards, Security, and Health and Safety.
18. Measure, review and report on productivity and performance and communicate in both verbal and written formats.
19. Participate in, report at, and hold regular management meetings to drive the business forward.
20. Work with the management team to continuously streamline the operations, customer service, and administration to promote an environment of cross-platform resource sharing.

KNOWLEDGE, SKILLS AND EXPERIENCE

1. Minimum 4 Years European Road Freight Management experience.
2. Minimum 5 Years Line Management experience of managing and developing staff.
3. Able to work and meet deadlines.
4. Computer literate.
5. Able to implement and manage systems which further enhance our profile.
6. Possess team player qualities.
7. Able to plan ahead.
8. A pro-active attitude.
9. Excellent customer service skills.
10. Excellent communication skills.