Logistics Customer Service Manager

Hatch Asia; Singapore; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a proactive Logistics Customer Service Manager to lead a dynamic team. This pivotal role involves managing the end-to-end customer journey, ensuring clear communication and dependable service delivery. You will oversee team performance, prepare accurate quotations, and coordinate effectively with operations. Ideal candidates will have a strong background in customer service within logistics, exceptional attention to detail, and a dedication to enhancing client relationships. Join this forward-thinking company and make a meaningful impact on customer satisfaction and service excellence.

Qualifications

• Proven experience leading customer service teams in logistics.
• Strong coordination skills across departments.

Responsibilities

• Lead and support the customer service team for high-quality client support.
• Manage job closing, invoicing, and service records.

Skills

Customer Service Leadership

Logistics Coordination

Client Relationship Management

Attention to Detail

Education

Diploma or Degree in Business

Diploma or Degree in Logistics

Tools

CRM Systems

Job description

"Unifying Purpose, Shaping Careers" - We believe in a world where organizational strategies are brought to life; when everyone finds value in their work by aligning organizational purpose with people, where we inspire a meaningful and impactful future.

We are looking for an experienced and proactive Logistics Customer Service Manager to lead a dynamic customer service team. This pivotal role is responsible for managing the end-to-end customer journeyranging from quotation preparation and resource coordination to service progress updates and invoicing. The successful candidate will oversee the teams performance while serving as the primary link between customers and internal operations, ensuring clear communication and dependable service delivery.

The Challenges

• Confidently lead, coach, and support the customer service team to meet daily service expectations and deliver a high standard of client support.
• Oversee the preparation of accurate, timely quotations using standard rate cards, and liaise with operations for pricing on non-standard services.
• Ensure clarity and professionalism in all customer-facing documentation.
• Coordinate effectively with planning and operations teams to confirm manpower, vehicles, and equipment for upcoming jobs.
• Maintain excellent communication with customers throughout the entire job lifecycle, ensuring updates are clear and timely.
• Serve as the key escalation point for resolving service-related issues during and after job execution.
• Collaborate with project managers or project leads to support larger or ongoing client accounts, ensuring a seamless service experience.
• Manage the closing of each job, ensuring accurate invoicing and timely internal follow-up on necessary documentation.
• Maintain comprehensive service records and actively identify opportunities to enhance internal processes and customer satisfaction.
• Monitor and support continuous improvement in team performance through regular feedback, training, and workflow enhancements.
• Provide consistent feedback to the Head of Operations and Commercial team on opportunities to improve service delivery and client satisfaction.
• Conduct regular reviews of customer service processes and gather quarterly insights from clients to stay aligned with their expectations and strengthen relationships.

What It Takes

• Demonstrated experience leading a customer service or operations team, preferably within the logistics or industrial services sectors.
• Strong coordination abilities with a proven capacity to collaborate effectively across planning, operations, and finance departments.
• Established track record in cultivating strong client relationships and handling service issues with professionalism and composure.
• Exceptional attention to detail with a commitment to ensuring accurate job execution and timely invoicing.
• Prior experience in the implementation of CRM systems is advantageous, though not required.
• A diploma or degree in business, logistics, or a related discipline is beneficial but not essential.

Interested candidates, please click the "Apply Now" Button.
All information will be kept in the strictest confidentiality.
Priority responses will be given to candidates who are shortlisted.