Customer Service Manager (Freight Forwarding & Logistics)

Client of Aroma City Group

Our client is a leading organization in the logistics and supply chain sector seeking an experienced Customer Services Manager to lead customer service operations and ensure the delivery of exceptional service standards across customs clearance, port operations, and end-to-end shipment management. This role is responsible for maintaining strong customer relationships, improving customer satisfaction, managing operational service delivery, and leading a high-performing customer service team to support business growth and operational excellence. Description:

• Manage customs clearance activities and oversee interactions with external authorities and regulatory bodies to ensure timely clearance of customer shipments.
• Supervise customs clearance vendors and service providers, ensuring documentation, invoicing, and shipment processing are completed accurately and efficiently.
• Monitor shipment inspection processes and validate operational reports to ensure smooth customs and clearance operations.
• Manage customer communications and ensure clients receive accurate and timely updates regarding shipment status, delays, and operational developments.
• Coordinate closely with operations teams to ensure smooth execution of customer shipments and proper handling of all required documentation and system transactions.
• Review and approve operational expenses, petty cash requests, and shipment-related transactions to support uninterrupted service delivery.
• Investigate operational issues, penalties, and service failures, identify root causes, and implement corrective actions to prevent recurrence.
• Oversee invoicing processes and ensure customer invoices, debit notes, and credit notes are issued accurately and in a timely manner.
• Develop and maintain strong relationships with customers, freight forwarders, shipping lines, suppliers, and governmental entities to ensure service excellence and customer retention.
• Lead, coach, and develop the customer service team through KPI monitoring, performance reviews, training, and continuous improvement initiatives.
• Establish and improve business processes, service level agreements (SLAs), and operational procedures to enhance efficiency and customer satisfaction.
• Participate in customer meetings, business reviews, and stakeholder engagements to strengthen partnerships and maintain service quality.
• Collaborate with internal departments to ensure seamless coordination and successful delivery of customer requirements.
• Prepare operational and performance reports for management and recommend service improvements based on customer feedback and business needs.
• Perform any other related duties as assigned by management.

Requirements:

• Education: Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field.
• Experience: Minimum of 5 7 years of experience in Customer Service, Logistics Operations, Supply Chain, Freight Forwarding, Customs Clearance, or related fields, with previous supervisory or managerial experience.
• Certifications: CLTD, CSCP, PMP, or similar professional certifications are preferred.
• Skills: Strong leadership, customer relationship management, problem-solving, communication, planning, and organizational skills. Proven ability to manage multiple stakeholders and deliver results in a fast-paced environment.
• Technical Skills: Proficiency in Microsoft Office applications. Experience with EDI implementation and logistics systems is preferred.
• Languages: Fluent in Arabic and English.
• Location: Saudi Arabia.
• Availability: Immediate or within 30 days preferred.

Compensation & Benefits:

• Salary Range: Competitive package based on qualifications and experience.
• Working Schedule: 5 Days per week.