Job
Description
Job Title: Manager – Customer Service Department: Customer Service Location: Borivali West, Mumbai Reports To: Senior Management / Director Company: Infinity Freight Services India Pvt. Ltd. About Us: Infinity Freight Services India Pvt. Ltd. is a leading logistics and freight forwarding company providing innovative and efficient supply chain solutions. We pride ourselves on service excellence, customer satisfaction, and operational integrity. Role Overview: We are seeking a dynamic and experienced Customer Service Manager to lead our Customer Service Department. The ideal candidate will take full ownership of customer experience, manage a team, address shipment-related issues, ensure service quality, and be a key link between clients, operations, and internal teams. Key Responsibilities: Department Leadership: Lead, mentor, and manage the customer service team to deliver timely and effective support. Set performance goals, KPIs, and ensure team targets are achieved. Client Management: Act as the escalation point for major customer concerns or service issues. Build and maintain strong relationships with key clients to ensure customer retention and satisfaction. Issue Resolution: Monitor and resolve service-related issues during shipment movement (delays, documentation errors, etc.). Coordinate with internal departments (operations, documentation, billing) to close service gaps. Process Improvement: Identify service bottlenecks and recommend improvements to enhance the customer journey. Implement SOPs and training to ensure consistency in service delivery. Reporting & Analysis: Track customer complaints, service level performance, and generate regular MIS reports. Analyze trends and suggest data-driven solutions for improved service outcomes. Compliance & Documentation: Ensure adherence to regulatory and company standards for communication and documentation. Support audit processes and ensure customer records are accurately maintained. Requirements: Education: Graduate in any discipline (preferred: Logistics, Supply Chain, or related field). Experience: 6–10 years in customer service within freight forwarding/logistics. Minimum 2–3 years in a team lead or managerial role. Skills: Strong communication and interpersonal skills. Ability to handle pressure and multitask. Excellent problem-solving and analytical thinking. Proficient in CRM systems, MS Office, and logistics software tools. Preferred Attributes: Knowledge of international shipping procedures (Air & Sea). Familiarity with Incoterms, freight documentation, and customs coordination. Customer-focused mindset with a proactive approach to problem-solving. Compensation: Commensurate with experience and industry standards. How to Apply: Interested candidates can send their updated resumes to hr@ifsipl.com with the subject line “Application for Manager – Customer Service” . Job Types: Full-time, Permanent Pay: ₹50,000.00 - ₹100,000.00 per month Benefits: Paid sick time Paid time off Schedule: Day shift Fixed shift Monday to Friday Language: English (Preferred) Hindi (Preferred) Work Location: In person Application Deadline: 13/06/2025 Expected Start Date: 01/07/2025
