Customer Service Manager

Cynosure Corporate Solutions; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Cynosure Corporate Solutions is seeking an experienced Operations / Customer Service Manager to oversee shipment operations and customer service within freight forwarding and logistics in Mumbai. The role emphasizes managing shipment execution, handling escalations, leading teams, and coordinating with shipping lines and vendors to maintain high service standards.

Candidates should have 5-10 years of experience in freight forwarding or logistics operations, strong import/export knowledge, and

Qualifications

• Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field preferred.
• Strong knowledge of import/export operations, shipment coordination, and logistics workflows.
• Experience managing teams and handling customer escalations.
• Good communication, analytical, and problem-solving skills.
• Proficiency in MS Office and logistics/ERP systems.

Responsibilities

• Manage daily customer service, shipment operations, and issue resolution.
• Lead and mentor the operations/customer service team to achieve KPIs.
• Coordinate with shipping lines, overseas agents, transporters, CHA, CFS, and vendors for smooth shipment execution.
• Ensure timely documentation, shipment tracking, billing, and operational efficiency.
• Monitor customer satisfaction, service levels, and resolve escalations effectively.
• Prepare operational reports and identify process improvement opportunities.

Job description

Cynosure Corporate Solutions | Full time

Cynosure Corporate Solutions is a human capital services company. Our focus is to provide Executive Search, Recruitment, Training, Temporary Staffing services, Statutory Compliance's, and other HR aligned services. We understand the business goals of our clients and their need to align human resources to these goals. We are committed to provide high quality manpower in accordance to global standards and their requirements. Our candidates stand testimony to our professional competency.

We work with clients in IT/ITES, Manufacturing, Automobile, Health, Telecom, Media.

Job Description

We are looking for an experienced Operations / Customer Service Manager to oversee customer service and operations within freight forwarding and logistics. The role involves managing shipment execution, handling customer escalations, leading teams, and ensuring smooth coordination with customers, vendors, shipping lines, and internal departments to maintain high service standards and operational efficiency.

Key Responsibilities:

• Manage daily customer service, shipment operations, and issue resolution
  


• Lead and mentor the operations/customer service team to achieve KPIs
  


• Coordinate with shipping lines, overseas agents, transporters, CHA, CFS, and vendors for smooth shipment execution
  


• Ensure timely documentation, shipment tracking, billing, and operational efficiency
  


• Monitor customer satisfaction, service levels, and resolve escalations effectively
  


• Prepare operational reports and identify process improvement opportunities
  

Requirements

• Bachelor’s degree in Logistics, Supply Chain, Business Administration, or related field preferred
  


• 5-10 years of experience in freight forwarding, logistics operations, or customer service management
  


• Strong knowledge of import/export operations, shipment coordination, and logistics workflows
  


• Experience managing teams and handling customer escalations
  


• Good communication, analytical, and problem-solving skills
  


• Proficiency in MS Office and logistics/ERP systems