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House Of Shipping
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Deputy Manager - Customer Service

Deputy Manager - Customer Service

House Of Shipping

4 - 10 years

8 - 12 Lacs

ahmedabad

Posted:1 day ago| Platform:

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Skills Required

tally process improvement billing market intelligence market research air freight customer service freight forwarding freight logistics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsible for managing and coordinating full commercial and operations transaction of FF business. Will be the primary point of contact for our customers and will work closely with other departments to ensure that all shipments are delivered on time and in compliance with regulations.

Main tasks and responsibilities

Customer Service:

1. Supervise daily customer service activities to ensure high levels of satisfaction and timely response.

2. Serve as the escalation point for complex or high-priority customer issues.

3. Support and guide CS team members in handling inquiries, bookings, documentation, and follow-ups.

4. Build and maintain strong relationships with key clients.

5. Ensure accurate and timely communication with internal and external stakeholders.

Operations:

1. Oversee and monitor air, ocean, and domestic freight operations to ensure on-time performance and compliance.

2. Coordinate with carriers, customs brokers, warehouses, and other vendors for smooth shipment handling.

3. Support implementation of SOPs and ensure team compliance.

4. Review job creation, billing accuracy, shipment tracking, and documentation flow.

Leadership People Management:

1. Act as second-in-command to the CS Ops Manager, stepping in during absences or peak periods.

2. Assist in team training, development, and performance monitoring.

3. Help develop KPIs and ensure accountability across the team.

4. Foster a positive and collaborative work culture

Process Improvement:

1. Identify process gaps and recommend improvements for efficiency and customer experience.

2. Participate in system or tool enhancement projects.

3. Ensure compliance with internal controls and external regulatory requirements.

Key interactions (Internal - External)

External: Customers - Vendors -Customers -
Internal:- Operations - Commercial - Sales
Education requirementsGraduate/ Good computer skills (shipping software, EBMS, Tally, related logistics/ shipping/ MS Office Excel)
Language requirementsEnglish Fluent (required)

Background and experience

Min 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

Competencies and Skills

Strong problem-solving and analytical skills
Knowledge of customs regulations and shipping documentation requirements
Proficiency in Microsoft Office and other relevant software applications
Experience using transportation management systems (TMS) is a plus

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Deputy Manager - Customer Service