Key Responsibilities:
- Lead and manage a team of customer service representatives to provide exceptional customer service through multiple channels (phone, email, chat, etc.)
- Develop and implement customer service strategies to improve customer satisfaction, loyalty, and retention
- Analyze customer feedback and data to identify areas for improvement and implement changes accordingly
- Collaborate with other departments (Operations, Sales, Finance) to resolve complex customer issues
- Ensure compliance with company policies and procedures
- Develop and maintain relationships with key customers to ensure high levels of satisfaction
- Identify opportunities for upselling and cross-selling services to customers
- Conduct regular performance reviews with team members and provide coaching and training as needed
- Develop and manage budgets for customer service operations
- Stay up-to-date with industry trends and best practices in customer service
Requirements:
- Bachelor's degree in Business Administration, Marketing, Economics or related field
- At least 4 years of experience in a customer-facing role, preferably in the shipping industry
- Proven track record of success in leading a team and improving customer satisfaction
- Excellent communication, leadership, and problem-solving skills
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Proficiency in MS Office (Excel, Word, PowerPoint) and CRM systems (Salesforce.com)
- Excellent organizational and time management skills
