Customer Service Manager (Customs Clearance)

Lead and oversee the end-to-end Customer Service & Operations function covering Air Freight, Sea Freight, Cross-Border, Transportation, and Customs Clearance. This role is responsible for driving operational excellence, customer satisfaction, compliance, cost efficiency, and team development while supporting the company’s overall business growth and strategic direction. •Lead and oversee end-to-end Customer Service & Operations across Air, Sea, Cross-Border, Transportation, and Customs Clearance. •Ensure smooth coordination between customers, internal teams, carriers, vendors, subcontractors, and business partners. •Monitor service performance, resolve operational issues, and proactively manage risks to ensure service continuity and customer satisfaction. •Ensure operations are aligned with applicable Incoterms, including responsibilities, costs, and risks of each party. •Work closely with the Customs Technical & Compliance team to ensure accurate customs declarations, HS classifications, customs valuation, and regulatory compliance. •Ensure import/export activities comply with relevant regulations, licenses, permits, and legal requirements. •Develop and improve SOPs, workflows, service standards, and operating processes. •Drive continuous improvement initiatives to reduce errors, processing time, operational bottlenecks, and unnecessary costs. •Leverage systems, data, and KPIs to improve operational visibility, efficiency, and decision-making. •Manage operating costs and profitability at job, customer, and service levels. •Drive transportation sourcing and negotiate with vendors/subcontractors to achieve competitive costs and reliable service. •Monitor vendor performance and ensure service quality meets business and customer requirements. •Build an effective organization structure with clear roles, responsibilities, and performance expectations. •Lead, coach, and develop team members to strengthen operational capabilities. •Develop supervisors and future leaders to independently manage daily operations and teams. •Foster a customer-focused, accountable, and continuous-improvement culture.

Qualifications: Bachelor’s degree or higher in Logistics, International Business, Supply Chain Management, Business Administration, or a related field. 8+ years of experience in logistics, freight forwarding, customer service, transportation, customs clearance, or related operations, with experience in a managerial or leadership role. Strong knowledge of Air Freight, Sea Freight, Cross-Border, Transportation, and Customs Clearance operations. Good understanding of Incoterms, import/export regulations, customs procedures, HS classification, and trade compliance. Strong experience in vendor/subcontractor management, cost control, and operational improvement. Proven people-management and leadership skills, with the ability to coach and develop supervisors and teams. Strong analytical, problem-solving, communication, and stakeholder-management skills. Strong analytical, problem-solving, communication, and stakeholder-management skills. Knowledge of ISO 9001, QP/WI/Forms, and HS Classification for chemicals or industrial products is an advantage.