Customer Service Manager

• Manage relationships with assigned customers and act as the primary point of contact for customer service and operational inquiries.
• Coordinate with internal departments, including Operations, Transportation, and Customs teams, to ensure smooth daily shipment execution for cross-border trucking services.
• Lead, supervise, and coach the Customer Service team to maintain high service standards and compliance with established Service Level Agreements (SLAs).
• Monitor daily shipment status and delivery performance, proactively identify operational issues, and implement timely solutions to minimize service disruptions.
• Prepare daily operational reports, monthly billing summaries, and performance analyses for management and key customers.
• Identify opportunities to improve operational workflows and support the development of standardized procedures across the regional logistics network.

Qualifications: Experience: Minimum 5 years of experience in Logistics or Road Transportation, with at least 2 years in a supervisory or team leadership role. Technical Knowledge: Strong understanding of cross-border trucking operations, road transportation processes, and international shipping documentation. Communication Skills: Excellent coordination and communication skills with a strong command of English. Mandarin proficiency is highly preferred to support regional coordination with China partners. Problem-Solving Ability: Demonstrated ability to work effectively under pressure, manage multiple priorities, and resolve complex operational challenges independently. Availability: Flexible to respond to urgent operational situations and provide support outside standard office hours when necessary, maintaining a customer-focused service mindset.