Customer Service and Operation Manager - Freight Forwarding

Customer Service and Operation Manager - Freight Forwarding
Executive recruitment company Monroe Consulting Group Indonesia is recruiting on behalf of a leading multinational company with a core focus on freight forwarding. As expansion continues, our client is seeking a professional with at least ten years' experience in customer services and air freight in a multinational company for the job of Customer Service and Operations Manager. The job is based in Jakarta, Indonesia.
Key job responsibilities include:

• Oversee and mentor the customer service team, providing guidance and support to ensure high performance.
• Foster a positive work environment that encourages collaboration and professional growth.
• Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
• Address customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.
• Collaborate with sales, and logistics teams to ensure seamless shipment processes and timely delivery of services.

• Monitor shipments and coordinate with carriers to resolve any issues that may arise
• Identify opportunities for process improvements and implement best practices to enhance customer service and operational efficiency.
• Analyse customer feedback and performance metrics to develop strategies for service enhancement
• Provide training and ongoing support to team members on airfreight procedures, customer service excellence, and industry regulations.
• Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.
• Utilize data to drive decision-making and improve service delivery.

Job Requirements:

• Bachelor's Degree/Professional Degree in Logistics or Supply Chain, or related field
• Minimum of 10 years of experience in freight forwarding, master the skills and excellent experience in freight operation especially in air freight
• Strong knowledge of freight regulations, tariffs, and air and ocean shipping procedures. Especially master the operation of airfreight.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.
• Proven leadership and team management experience
• Proficient in freight forwarding software (specifically Cargowise) and Microsoft Office Suite.
• Fluent in English and local official language.
• Ability to thrive in a fast-paced, dynamic environment.