Deputy Manager - Customer Service

Role Overview: As a Deputy Manager - Customer Service at House of Shipping, your main responsibility will be to manage and coordinate full commercial and operations transactions of FF business. You will act as the primary point of contact for customers, ensuring timely delivery of shipments in compliance with regulations. Your role will involve overseeing daily customer service activities, handling complex customer issues, supervising the CS team, building strong client relationships, and ensuring effective communication with stakeholders. Additionally, you will monitor freight operations, coordinate with various vendors, support SOP implementation, review job creation and billing accuracy, and provide leadership in people management and team development. Your contribution will also be crucial in identifying process gaps, recommending improvements, participating in enhancement projects, and ensuring compliance with regulatory requirements. Key Responsibilities: - Supervise daily customer service activities to ensure high levels of satisfaction and timely response. - Serve as the escalation point for complex or high-priority customer issues. - Support and guide CS team members in handling inquiries, bookings, documentation, and follow-ups. - Build and maintain strong relationships with key clients. - Ensure accurate and timely communication with internal and external stakeholders. - Oversee and monitor air, ocean, and domestic freight operations to ensure on-time performance and compliance. - Coordinate with carriers, customs brokers, warehouses, and other vendors for smooth shipment handling. - Support implementation of SOPs and ensure team compliance. - Review job creation, billing accuracy, shipment tracking, and documentation flow. - Act as second-in-command to the CS & Ops Manager, stepping in during absences or peak periods. - Assist in team training, development, and performance monitoring. - Help develop KPIs and ensure accountability across the team. - Foster a positive and collaborative work culture. - Identify process gaps and recommend improvements for efficiency and customer experience. - Participate in system or tool enhancement projects. - Ensure compliance with internal controls and external regulatory requirements. Qualification Required: - Minimum 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.,