Customer Service Manager – Shanghai – China
Customer Service
Shanghai, China
Full-time
We seek an experienced Customer Service Manager to lead and oversee our Customer service department. You will be responsible operational excellence, customer relationship management, and team leadership.
Responsibilities
- Work directly with clients to understand their unique needs. Design and document custom solutions together with operation teams, such as specific SOPs and logistics plans, to address their challenges.
- Act as the central point of contact, coordinating with different departments (like Operations, IT, and Finance) to ensure client solutions are delivered effectively and on time.
- Proactively manage client relationships. Able to solve the problems with the operations team to find a solution and escalate the problems quickly in case they cannot be properly handled. Manage all aspects of the active contract. Include but not limited to monitoring performance against KPIs, ensuring clients pay on time, and leading the resolution of any disputes or claims.
- Regularly analyze client account data, such as profitability and order trends. Use these insights to spot potential risks or opportunities and make strategic recommendations/decisions.
- Take the lead in finding new business opportunities with key accounts. Negotiate and design formal agreements, including service contracts and key performance indicators (KPIs).
- Continuously research industry trends and competitor strategies. Use knowledge to recommend improvements to our services, keeping our company competitive.
- Recruit, train, and mentor a high-performing service team.
- Demonstrate flexibility and adaptability by willingly taking on additional tasks and projects assigned by the General Manager.
Requirements
- Bachelor's degree, 10+year logistics experience (Luxury logistics experience is a plus)
- Familiar with air-cargo freight forwarding, Logistics and distribution
- Excellent communication skills
- Fluent in written and spoken English
What We Offer
- Competitive salar
- Social insurance and housing fund
- Meal allowance
- Dynamic work environment and growth opportunity
We are an equal opportunity employer committed to diversity and inclusion. If our Values resonate with you, we would be delighted to review your application.