Customer Service Manager

TIC Traffic International Consortium (S) Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A freight forwarding company in Singapore is seeking an experienced Customer Service Manager to lead their team and enhance client experience. The role includes improving service quality, negotiating rates, and ensuring customer satisfaction. Candidates should have a minimum of 4 years’ experience in logistics, strong leadership skills, and proficiency in freight management systems. The company values collaboration and aims for continuous improvement in service delivery.

Qualifications

• Minimum 4 years’ experience in freight forwarding or logistics.
• At least 2 years in a supervisory or managerial role.
• Strong knowledge of air, sea, and road freight operations.
• Proficiency in freight management systems and MS Office.

Responsibilities

• Improve customer service experience and facilitate department growth.
• Negotiate best rates with airlines and agents for company interests.
• Control customer issues and follow through to resolution.
• Develop service procedures, policies, and standards.
• Maintain an orderly workflow according to priorities.

Skills

Excellent customer service

Communication skills

Problem-solving skills

Leadership experience

Ability to handle pressure

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