Costumer Service Manager

PT Dextrans Worldwide Indonesia; Jakarta Pusat; On-site; IDR 200,880,000 - 357,120,000; Full time

Job summary

PT Dextrans Worldwide Indonesia is seeking a Customer Service Lead to manage and train the team handling import/export air and ocean shipments. You will ensure prompt and professional responses to inquiries and oversee shipment progress while communicating delays to clients.

The role requires strengthening client relationships, coordinating with Operations, Sales, Documentation, and Finance, and driving process improvements across the service functions referenced in SOPs.

Responsibilities

• Lead, train, and supervise the Customer Service team handling import/export air and ocean shipments.
• Ensure the team provides prompt, accurate, and professional responses to customer inquiries.
• Oversee shipment progress and proactively communicate delays or issues to customers.
• Maintain strong relationships with key clients to ensure long-term satisfaction and retention.
• Coordinate with Operations, Sales, Documentation, and Finance teams for end-to-end shipment processes.
• Monitor booking, shipment tracking, documentation, and billing for accuracy and timeliness.
• Support the resolution of operational or documentation discrepancies.
• Set and monitor KPIs for the Customer Service team (response time, complaint handling, shipment accuracy).
• Identify service gaps and initiate process improvements to enhance efficiency and customer experience.
• Regularly review and update SOPs in line with company standards and industry best practices.
• Handle escalated customer complaints professionally, investigate root causes, and implement corrective actions.
• Prepare regular performance and service quality reports for management.

Job description

Lead, train, and supervise the Customer Service team handling import/export air and ocean shipments.

Ensure the team provides prompt, accurate, and professional responses to customer inquiries.

Oversee shipment progress and proactively communicate any delays or issues to customers.

Maintain strong relationships with key clients to ensure long-term satisfaction and retention.

2. Operational Coordination

Coordinate closely with Operations, Sales, Documentation, and Finance teams to ensure smooth end-to-end shipment processes.

Monitor booking, shipment tracking, documentation, and billing processes to ensure accuracy and timeliness.

Support the resolution of any operational or documentation discrepancies.

3. Performance & Process Improvement

Set and monitor KPIs for the Customer Service team (response time, complaint handling, shipment accuracy, etc.).

Identify service gaps and initiate process improvements to enhance efficiency and customer experience.

Regularly review and update SOPs in line with company standards and industry best practices.

4. Customer Issue Resolution

Handle escalated customer complaints in a professional and solution-oriented manner.

Investigate root causes and implement corrective actions to prevent recurrence.

Ensure proper documentation of all issues and resolutions.

5. Reporting & Communication

Prepare regular performance and service quality reports for management.

Participate in management meetings and contribute to service and operational strategy discussions.

Support sales and management teams in client meetings or presentations when required.

PT. DEXTRANS WORLDWIDE INDONESIA is one of the international freight forwarder company in the world invite most talented people with skill and experience to contribute to our Indonesia team

PT. DEXTRANS WORLDWIDE INDONESIA is one of the international freight forwarder company in the world invite most talented people with skill and experience to contribute to our Indonesia team