customer service manager

Company Overview

BLL'S TRANSPORTATION AND TRADING PTE LTD is a logistics and trading company focused on delivering efficient transport and supply chain solutions.

Job Summary

Lead and manage customer service operations in logistics, leveraging AI tools and digital platforms to enhance service quality, efficiency, and customer satisfaction.

Responsibilities

• Lead and manage the customer service team to deliver high-quality support in logistics operations
• Oversee daily service activities including order tracking, shipment coordination, and issue resolution to ensure timely and accurate service delivery
• Develop and implement customer service policies, procedures, and performance standards to maintain consistent service excellence
• Act as the primary escalation point for complex client concerns, resolving issues promptly to maintain customer satisfaction
• Collaborate with operations, warehouse, and transport teams to ensure smooth end-to-end logistics service delivery
• Monitor key performance indicators such as response time, service quality, and customer satisfaction to drive continuous improvement
• Train, mentor, and evaluate staff to enhance service efficiency and professionalism within the team
• Prepare regular reports on customer service performance and recommend actionable improvements
• Leverage AI tools including chatbots, predictive analytics, and workflow automation to streamline communication and optimize logistics processes
• Identify opportunities to integrate AI into customer service workflows such as automated ticketing, sentiment analysis, and real-time shipment updates

Required competencies and certifications

• Diploma or Degree in Business, Logistics, Supply Chain, or related field
• Minimum 5 years of customer service experience, including at least 2 years in a supervisory or managerial role
• Strong knowledge of logistics processes including freight forwarding, warehousing, and distribution
• Proficiency in MS Office and logistics management systems
• Familiarity with AI applications in customer service such as chatbots, CRM automation, and data analytics

Preferred competencies and qualifications

• Customer-centric mindset with a proactive approach to problem-solving
• Strong leadership and team management capabilities demonstrated through effective team development
• Analytical skills to interpret service data and drive operational improvements
• Multilingual ability to support regional logistics operations, enhancing communication across diverse markets
• Innovative mindset with interest in emerging technologies including AI, machine learning, and digital transformation in logistics