Customer Service Manager — Freight and Logistics Operations

PT Dextrans Worldwide Indonesia; Jakarta Pusat; Sur place; IDR 200 880 000 - 357 120 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Description du poste

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.