Air Customer Service Manager

Ho Chi Minh City - Vietnam

Monthly Salary: Not Disclosed

Experience Required: 5-7years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

ACG3137JOB

Our client is a leading logistic institution in Vietnam that is looking for a qualified candidate to join their firm.

Team Leadership: Delegate responsibilities track team performance and mentor Customer Service staff to maintain high productivity and service quality.
Quality Control of Service: Oversee booking operations cargo tracking shipment status updates handle customer complaints and resolve issues effectively.
Client Relations: Foster strong relationships with current clients and work on improving overall customer satisfaction through process enhancements.
Supporting Sales: Collaborate closely with the Sales team to deliver customized service options prepare quotations and provide after-sales assistance.
Workflow Improvement: Work with departments such as Sales Operations Documentation and Customs to optimize processes for better efficiency.
Billing & Payment Oversight:

Confirm service charges with relevant teams.
Coordinate with Accounting for accurate and timely invoice issuance.
Monitor receivables and assist in debt recovery when necessary.

Monthly Financial Close & Revenue Review:

Aggregate and evaluate revenue and costs per shipment.
Coordinate with Finance and Operations to finalize monthly profit and loss reports assuring deadlines and accuracy.
Validate financial information aligns with accounting data.

Cost & Performance Monitoring: Track customer service-related expenses monitor key service indicators (response time accuracy customer satisfaction) and report findings to management.
Problem Solving: Act as the escalation point for serious customer concerns or service disruptions.
Regulatory Compliance: Ensure all customer service activities follow company policies and legal requirements in customs logistics maritime air cargo etc.

Requirements

1. Qualifications & Experience:

Minimum 5 years of experience as a Customer Service Manager or Assistant Manager ideally within a Top 20 Global Freight Forwarding company.
Demonstrated success in managing a team of 10 staff.
Solid expertise in airfreight operations and customer service.
Proficient in spoken and written English.

2. Skills & Abilities:

Strong leadership coaching and performance management skills.
Deep understanding of Vietnams logistics sector and market nuances.
Excellent communication negotiation and presentation abilities both spoken and written.
Analytical thinker with strategic planning strengths.
Fluent in English; Chinese language skills are a plus.
Willing and able to travel frequently across Vietnam for business needs.
Detail-oriented and capable of performing well under pressure in a dynamic environment.

Contact: Nhi Le

Due to the immense number of applications only shortlisted candidates will be contacted.

ACG3137JOBOur client is a leading logistic institution in Vietnam that is looking for a qualified candidate to join their firm.Team Leadership: Delegate responsibilities track team performance and mentor Customer Service staff to maintain high productivity and service quality.Quality Control of Serv...

ACG3137JOB

Our client is a leading logistic institution in Vietnam that is looking for a qualified candidate to join their firm.

Team Leadership: Delegate responsibilities track team performance and mentor Customer Service staff to maintain high productivity and service quality.
Quality Control of Service: Oversee booking operations cargo tracking shipment status updates handle customer complaints and resolve issues effectively.
Client Relations: Foster strong relationships with current clients and work on improving overall customer satisfaction through process enhancements.
Supporting Sales: Collaborate closely with the Sales team to deliver customized service options prepare quotations and provide after-sales assistance.
Workflow Improvement: Work with departments such as Sales Operations Documentation and Customs to optimize processes for better efficiency.
Billing & Payment Oversight:

Confirm service charges with relevant teams.
Coordinate with Accounting for accurate and timely invoice issuance.
Monitor receivables and assist in debt recovery when necessary.

Monthly Financial Close & Revenue Review:

Aggregate and evaluate revenue and costs per shipment.
Coordinate with Finance and Operations to finalize monthly profit and loss reports assuring deadlines and accuracy.
Validate financial information aligns with accounting data.

Cost & Performance Monitoring: Track customer service-related expenses monitor key service indicators (response time accuracy customer satisfaction) and report findings to management.
Problem Solving: Act as the escalation point for serious customer concerns or service disruptions.
Regulatory Compliance: Ensure all customer service activities follow company policies and legal requirements in customs logistics maritime air cargo etc.

Requirements

1. Qualifications & Experience:

Minimum 5 years of experience as a Customer Service Manager or Assistant Manager ideally within a Top 20 Global Freight Forwarding company.
Demonstrated success in managing a team of 10 staff.
Solid expertise in airfreight operations and customer service.
Proficient in spoken and written English.

2. Skills & Abilities:

Strong leadership coaching and performance management skills.
Deep understanding of Vietnams logistics sector and market nuances.
Excellent communication negotiation and presentation abilities both spoken and written.
Analytical thinker with strategic planning strengths.
Fluent in English; Chinese language skills are a plus.
Willing and able to travel frequently across Vietnam for business needs.
Detail-oriented and capable of performing well under pressure in a dynamic environment.