![AVANT GARDE LOGISTICS](https://media.trabajo.org/img/noimg.jpg)
Customer Service and Operations Manager
5 days ago
**Job Summary**:
We are seeking an experienced and highly organized individual to join our company as a Customer Service and Operations Manager. As the Customer Service and Operations Manager, you will be responsible for overseeing and managing our customer service and operations teams, ensuring efficient and reliable transportation and logistics services for our clients. Your primary goal will be to provide exceptional customer service, optimize operational processes, and drive overall team performance. This position requires strong leadership skills, in-depth knowledge of freight forwarding operations, and a customer-centric mindset.
**Responsibilities**:
**Team Management**:
- Lead and manage the customer service and operations teams, ensuring clear communication, goal alignment, and effective collaboration.
- Set performance objectives, provide regular feedback, and conduct performance evaluations for team members.
- Foster a positive work environment that promotes teamwork, accountability, and employee growth.
**Customer Service**:
- Develop and implement customer service strategies to enhance customer satisfaction and build long-term relationships.
- Coordinate with clients to understand their unique requirements and provide tailored logistics solutions.
- Address customer inquiries, complaints, and issues in a timely and professional manner.
- Monitor customer service metrics, such as response times and customer feedback, and implement improvements as necessary.
**Operational Efficiency**:
- Optimize operational processes and procedures to ensure efficient and cost-effective transportation and logistics operations.
- Collaborate with internal teams and external partners (e.g., carriers, customs brokers) to coordinate and execute shipments.
- Monitor key operational performance indicators, such as on-time delivery, shipment accuracy, and cargo tracking.
- Identify areas for improvement and implement measures to enhance operational efficiency and quality.
**Compliance and Documentation**:
- Ensure compliance with applicable laws, regulations, and industry standards, including international trade regulations and customs procedures.
- Oversee the proper documentation of shipments, including customs documentation, bills of lading, and insurance certificates.
- Stay updated on relevant industry developments and regulatory changes and implement necessary adjustments to operational processes.
**Relationship Management**:
- Build and maintain strong relationships with clients, carriers, customs officials, and other stakeholders in the supply chain.
- Collaborate with the sales and business development teams to identify opportunities for growth and client retention.
- Conduct regular meetings with key clients to understand their evolving needs, address concerns, and explore business expansion opportunities.
**Requirements**:
- Bachelor's degree in logistics, supply chain management, business administration, or a related field.
- Proven experience in customer service and operations management within the freight forwarding or logistics industry.
- Sound knowledge of freight forwarding operations, including transportation modes, customs clearance, and supply chain management.
- Strong leadership and team management skills, with the ability to motivate and develop a diverse team.
- Excellent communication, negotiation, and interpersonal skills to effectively collaborate with internal and external stakeholders.
- Proficient in using customer service software, logistics management systems, and relevant industry tools.
- Familiarity with international trade regulations, customs procedures, and industry best practices.
- Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
- Ability to multitask, prioritize, and meet deadlines in a fast-paced and dynamic environment.
- Problem-solving skills and the ability to handle challenges and resolve issues promptly and effectively.
**Salary**: AED6,000.00 - AED10,000.00 per month
Ability to commute/relocate:
- Dubai: Reliably commute or planning to relocate before starting work (required)
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