Deputy Manager - Customer Service

As a Deputy Manager - Customer Service at House of Shipping, your role involves managing and coordinating full commercial and operations transactions of FF business. You will be the primary point of contact for customers, ensuring timely delivery and compliance with regulations. Your key responsibilities include: - **Customer Service:** - Supervising daily customer service activities for high satisfaction levels and timely responses. - Acting as the escalation point for complex customer issues. - Supporting and guiding CS team members in handling inquiries, bookings, documentation, and follow-ups. - Building and maintaining strong relationships with key clients. - Ensuring accurate and timely communication with internal and external stakeholders. - **Operations:** - Overseeing air, ocean, and domestic freight operations for on-time performance and compliance. - Coordinating with carriers, customs brokers, warehouses, and vendors for smooth shipment handling. - Supporting SOP implementation and ensuring team compliance. - Reviewing job creation, billing accuracy, shipment tracking, and documentation flow. - **Leadership & People Management:** - Acting as second-in-command to the CS & Ops Manager. - Assisting in team training, development, and performance monitoring. - Helping develop KPIs and ensuring team accountability. - Fostering a positive and collaborative work culture. - **Process & Improvement:** - Identifying process gaps and recommending improvements for efficiency and customer experience. - Participating in system or tool enhancement projects. - Ensuring compliance with internal controls and external regulatory requirements. **Background and Experience:** To excel in this role, you should have a minimum of 5-8 years of experience in customer service, preferably in freight forwarding or logistics. Excellent communication and interpersonal skills are essential, along with the ability to work effectively under pressure and manage multiple tasks simultaneously.,