Customer Service Manager

TIC TRAFFIC INTERNATIONAL CONSORTIUM (S) PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading freight forwarding company in Singapore is seeking an experienced Customer Service Manager to lead their team. This essential role involves improving customer service experiences, negotiating with carriers and maintaining vital relationships. The ideal candidate will have at least 4 years in freight forwarding, including 2 years in a managerial role, possess excellent communication and problem-solving skills, and be proficient in freight management systems. The role is pivotal in ensuring client satisfaction and operational excellence.

Qualifications

• Minimum 4 years’ experience in freight forwarding or logistics.
• At least 2 years in a supervisory or managerial role.
• Proven leadership and team management experience.

Responsibilities

• Improve customer service experience and facilitate department growth.
• Negotiate best rates with airlines and agents.
• Control resources to achieve qualitative and quantitative targets.
• Maintain an orderly workflow according to priorities.

Skills

Customer service

Communication

Problem-solving

Team management

Pressure handling

Freight operations knowledge

Tools

Freight management systems

MS Office

Job description

We are a well-established freight forwarding company providing end-to-end logistics solutions across air, ocean, and road freight. With a strong focus on service quality and long-term customer partnerships, we are looking for an experienced Customer Service Manager to lead our customer service team and elevate the client experience.

Key Responsibilities

• Improve customer service experience, create,engaged customers and facilitate department growth.
• Negotiate best rates with airlines and agentsfor interest of company.
• Negotiate best offer to client in interest ofcompany.
• Take control of customer’s issues and followproblems through to resolution.
• Set a clear mission and deploy strategiesfocused towards that mission.
• Develop service procedures, policies andstandards.
• Keep meticulous records and document customerservice actions and discussions.
• Analyze statistics and compile accurate reports.
• Build excellent relationship with carriers,clients and service providers.
• Keep ahead of industry’s developments and applybest practices to areas of improvement.
• Control resources and utilize assets to achievequalitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according topriorities.
• Share information with management on customersand market conditions.

The list of duties and responsibilitiesoutlined above is representative and not a complete and detailed list of taskswhich may be performed.

Requirements

• Minimum 4 years’ experience in freight forwarding or logistics, with at least 2 years in a supervisory or managerial role
• Strong knowledge of air, sea, and road freight operations
• Excellent customer service, communication, and problem-solving skills
• Proven leadership and team management experience
• Ability to handle pressure, prioritize tasks, and meet deadlines
• Proficiency in freight management systems and MS Office
• Strong commercial awareness and customer-focused mindset