Customer Services Manager Logistics

• Manage and take care of import/export shipments

• Manage and lead the customer experience agency team; (Strong in customs declaration, liquidation report, customs report is a plus point)

• Handle issues related to Logistics activities.

• Develop and optimize chatbox capabilities through continuous training: Handle important reports or reports assigned by the Director or Manager

• Coordinate with Planning Department/Customer/Vendor/Vendor to prepare import-export shipping documents and closely monitor to ensure smooth shipping and delivery:

• Monitor and update production status and ship schedules for customers; Work closely with functional departments to align Logistics and Purchasing activities with the overall business plan.

• Track and analyze key performance metrics such as average handle time, abandonment rate, etc;

• Train and develop a team of customer experience agents;

• Manage escalated customer complaints and ensure timely resolution;

• Prepare and present various reports to the management team;

• Support continuous improvement of processes to enhance customer experience Perform additional tasks as assigned by the Director

• Experience in sea and air import/export

• Experience handling USA shipments

• At least 3 years of experience in this position

• Knowledge of documentation procedures

• Bachelor's degree or equivalent work experience in a customer service role

• Minimum 4 year of experience in a customer service/support team leader position

• Proficiency in language English both written and spoken

• Strong analytical skills with proficiency in MS Excel and data analysis

• Ability to multitask, prioritize and meet deadlines

• Oriented to problem solving and troubleshooting

• Must having experience in logistics

• Willing to work flexible hours including weekends and nights as required