Customer Support Manager

Skyne Express India Pvt. Ltd.; Haryana; On-site; INR 288,000 - 396,000; Full time

Benefits offered by this job

Cell phone reimbursement

Provident Fund

Job summary

Skyne Express India Pvt. Ltd. in India is seeking an experienced Customer Support Manager for our International Courier & Logistics division.

You will oversee the customer service operations, handle escalations, coordinate with international partners, and ensure smooth shipment movement with high customer satisfaction. The role requires 4–8 years in international logistics customer service, strong communication, team leadership, and proficiency with Excel/CRM tools.

Qualifications

• Strong communication and email drafting skills.
• Knowledge of international courier/logistics operations.
• Experience handling DHL, FedEx, UPS, Aramex, import/export shipments, and customs-related queries.
• Excellent problem-solving and team management abilities.
• Good knowledge of MS Excel, CRM systems, and shipment tracking portals.
• Ability to work under pressure and manage multiple escalations.

Responsibilities

• Manage day-to-day customer support operations for international courier shipments.
• Handle customer queries related to shipment tracking, delays, customs clearance, delivery status, claims, and billing.
• Ensure timely responses to emails, calls, and escalations.
• Maintain high customer satisfaction and service quality standards.
• Lead and supervise the customer support team.
• Monitor team performance, productivity, and response timelines.
• Conduct regular training sessions for customer service executives.
• Develop SOPs and customer handling processes.
• Coordinate with airlines, courier partners, destination agents, and overseas teams.
• Follow up on delayed, held, RTO, customs, or exception shipments.
• Support key accounts and high-priority customers.
• Handle escalated customer complaints professionally.
• Provide quick solutions for operational and service-related issues.
• Ensure proper communication between operations, sales, and customers.
• Prepare MIS reports for complaints, TAT, delivery performance, and escalations.
• Maintain records of claims, disputes, and customer feedback.
• Monitor KPIs related to customer service performance.
• Ensure adherence to international courier regulations and company policies.
• Suggest process improvements to enhance customer experience and operational efficiency.

Skills

Communication

International courier ops

Escalation handling

Problem solving

Team management

MS Excel

Education

Graduate / Post Graduate in any discipline

Tools

MS Excel

CRM systems

Shipment tracking portals

Job description

Job Discription

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Job Summary

We are looking for an experienced and customer-focused Customer Support Manager for our International Courier & Logistics division. The candidate will be responsible for managing customer service operations, handling escalations, coordinating with international agents/carriers, and ensuring smooth shipment movement with high customer satisfaction.

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Key Responsibilities

Customer Service Management

• Manage day-to-day customer support operations for international courier shipments.
• Handle customer queries related to shipment tracking, delays, customs clearance, delivery status, claims, and billing.
• Ensure timely responses to emails, calls, and escalations.
• Maintain high customer satisfaction and service quality standards.

Team Management

• Lead and supervise the customer support team.
• Monitor team performance, productivity, and response timelines.
• Conduct regular training sessions for customer service executives.
• Develop SOPs and customer handling processes.

Shipment Coordination

• Coordinate with airlines, courier partners, destination agents, and overseas teams.
• Follow up on delayed, held, RTO, customs, or exception shipments.
• Support key accounts and high-priority customers.

Escalation & Issue Resolution

• Handle escalated customer complaints professionally.
• Provide quick solutions for operational and service-related issues.
• Ensure proper communication between operations, sales, and customers.

Reporting & Documentation

• Prepare MIS reports for complaints, TAT, delivery performance, and escalations.
• Maintain records of claims, disputes, and customer feedback.
• Monitor KPIs related to customer service performance.

Compliance & Process Improvement

• Ensure adherence to international courier regulations and company policies.
• Suggest process improvements to enhance customer experience and operational efficiency.

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Required Skills

• Strong communication and email drafting skills.
• Knowledge of international courier/logistics operations.
• Experience handling DHL, FedEx, UPS, Aramex, import/export shipments, and customs-related queries.
• Excellent problem-solving and team management abilities.
• Good knowledge of MS Excel, CRM systems, and shipment tracking portals.
• Ability to work under pressure and manage multiple escalations.

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Qualification

• Graduate / Post Graduate in any discipline.
• Additional certification in Logistics/Supply Chain Management will be an advantage.

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Experience

• 4–8 years of experience in International Courier, Freight Forwarding, or Logistics Customer Service.
• Prior experience in team handling is preferred.

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Preferred Industry

• International Courier
• Logistics & Supply Chain
• Freight Forwarding
• E-commerce Logistics

Pay: ₹25,851.00 - ₹35,491.92 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Experience:

• International Logistics/courier: 4 years (Required)

Work Location: In person