Deputy Manager - Customer Service

Company Brief

“House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals.

Currently House of Shipping is recruiting for a Deputy Manager - Customer Service for a global freight forwarding.

Job purpose

Responsible for managing and coordinating full commercial and operations transaction of FF business. Will be the primary point of contact for our customers and will work closely with other departments to ensure that all shipments are delivered on time and in compliance with regulations.

Main tasks and responsibilities:

Customer Service:

1. Supervise daily customer service activities to ensure high levels of satisfaction and timely response.

2. Serve as the escalation point for complex or high-priority customer issues.

3. Support and guide CS team members in handling inquiries, bookings, documentation, and follow-ups.

4. Build and maintain strong relationships with key clients.

5. Ensure accurate and timely communication with internal and external stakeholders.

Operations:

1. Oversee and monitor air, ocean, and domestic freight operations to ensure on-time performance and compliance.

2. Coordinate with carriers, customs brokers, warehouses, and other vendors for smooth shipment handling.

3. Support implementation of SOPs and ensure team compliance.

4. Review job creation, billing accuracy, shipment tracking, and documentation flow.

Leadership & People Management:

1. Act as second-in-command to the CS & Ops Manager, stepping in during absences or peak periods.

2. Assist in team training, development, and performance monitoring.

3. Help develop KPIs and ensure accountability across the team.

4. Foster a positive and collaborative work culture

Process & Improvement:

1. Identify process gaps and recommend improvements for efficiency and customer experience.

2. Participate in system or tool enhancement projects.

3. Ensure compliance with internal controls and external regulatory requirements.

Background and experience

• Min 5-8 years of experience in customer service, preferably in freight forwarding or logistics
• Excellent communication and interpersonal skills
• Ability to work effectively under pressure and manage multiple tasks simultaneously