Customer Service Manager (Freight Forwarding &Logistics ) , Jeddah
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Key skills for this role
About the Role
A leading logistics and supply chain organization seeks a Customer Service Manager to lead customer service operations in Jeddah. The role involves managing customs clearance, port operations, and end-to-end shipment management while ensuring exceptional service standards.
Key Skills for This Role
Responsibilities
- Manage customs clearance activities and oversee interactions with external authorities and regulatory bodies
- Supervise customs clearance vendors and service providers, ensuring accurate documentation and invoicing
- Monitor shipment inspection processes and validate operational reports
- Manage customer communications and provide timely updates on shipment status and delays
- Coordinate with operations teams to ensure smooth execution of customer shipments
- Review and approve operational expenses, petty cash requests, and shipment related transactions
- Investigate operational issues, penalties, and service failures, and implement corrective actions
- Oversee invoicing processes and ensure accurate issuance of invoices, debit notes, and credit notes
- Develop and maintain strong relationships with customers, freight forwarders, shipping lines, suppliers, and governmental entities
- Lead, coach, and develop the customer service team through KPI monitoring, performance reviews, and training
- Establish and improve business processes, SLAs, and operational procedures
- Participate in customer meetings, business reviews, and stakeholder engagements
Requirements
- Bachelor's degree in Business Administration or related field
- 5 10 years of experience in customer service within freight forwarding and logistics
- Experience in customs clearance and port operations
Full Job Posting
Job Description
- Our client is a leading organization in the logistics and supply chain sector seeking an experienced Customer Services Manager to lead customer service operations and ensure the delivery of exceptional service standards across customs clearance, port operations, and end to end shipment management. T
Responsibilities
- Manage customs clearance activities and oversee interactions with external authorities and regulatory bodies to ensure timely clearance of customer shipments.
- Supervise customs clearance vendors and service providers, ensuring documentation, invoicing, and shipment processing are completed accurately and efficiently.
- Monitor shipment inspection processes and validate operational reports to ensure smooth customs and clearance operations.
- Manage customer communications and ensure clients receive accurate and timely updates regarding shipment status, delays, and operational developments.
- Coordinate closely with operations teams to ensure smooth execution of customer shipments and proper handling of all required documentation and system transactions.
- Review and approve operational expenses, petty cash requests, and shipment related transactions to support uninterrupted service delivery.
- Investigate operational issues, penalties, and service failures, identify root causes, and implement corrective actions to prevent recurrence.
- Oversee invoicing processes and ensure customer invoices, debit notes, and credit notes are issued accurately and in a timely manner.
- Develop and maintain strong relationships with customers, freight forwarders, shipping lines, suppliers, and governmental entities to ensure service excellence and customer retention.
- Lead, coach, and develop the customer service team through KPI monitoring, performance reviews, training, and continuous improvement initiatives.
- Establish and improve business processes, service level agreements (SLAs), and operational procedures to enhance efficiency and customer satisfaction.
- Participate in customer meetings, business reviews, and stakeholder engagements to strengthen partnerships and maintain service quality.
Requirements
- Bachelor's degree in Business Administration or related field
- 5 10 years of experience in customer service within freight forwarding and logistics
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