GM/AGM /Head Customer Service - Logistics and Freight Forwarding

Head – Customer Service (Freight Forwarding)

The Head of Customer Service is responsible for leading the customer service function across freight forwarding operations, ensuring exceptional customer experience, operational excellence, and service quality. The role involves managing customer service teams, driving process improvements, coordinating with operations, sales, carriers, and overseas partners, and ensuring timely and accurate execution of shipments while maintaining high customer satisfaction and profitability.

Key ResponsibilitiesCustomer Service Leadership

Lead and manage the customer service team across Air Freight, Ocean Freight, and multimodal transportation.

Develop customer-centric strategies to improve service quality and customer retention.

Establish and monitor customer service KPIs and service level agreements (SLAs).

Mentor, coach, and develop team members to enhance performance and engagement.

Customer Relationship Management

Build and maintain strong relationships with key customers.

Handle customer escalations and ensure prompt resolution of service issues.

Conduct regular customer business reviews and identify improvement opportunities.

Support key account management initiatives to enhance customer satisfaction.

Operational Coordination

Coordinate closely with Operations, Documentation, Customs Brokerage, Transport, Warehousing, and Sales teams.

Ensure smooth shipment execution from booking through final delivery.

Monitor shipment milestones and proactively communicate updates to customers.

Ensure compliance with customer-specific SOPs and contractual commitments.

Process Improvement

Identify opportunities to improve efficiency, productivity, and service quality.

Standardize customer service processes across branches.

Implement digital tools, automation, and best practices.

Lead continuous improvement initiatives using Lean or Six Sigma methodologies where applicable.

Performance Management

Monitor customer service metrics including

On-Time Delivery (OTD)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Response and Resolution Time

Shipment Visibility

Complaint Resolution

Prepare and present performance reports to senior management.

Commercial Support

Support the sales team during customer onboarding and solution design.

Participate in customer presentations and business reviews.

Identify cross-selling and upselling opportunities.

Ensure accurate customer billing coordination and timely resolution of invoice disputes.

Compliance & Quality

Ensure compliance with company policies, international trade regulations, and customer requirements.

Maintain ISO, GDP, AEO, or other quality standards as applicable.

Drive audit readiness and process compliance.

Financial Management

Manage departmental budgets and operating costs.

Optimize resource utilization while maintaining service quality.

Monitor customer profitability and recommend service improvements.

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Customer Retention Rate

SLA Compliance

Shipment Accuracy

Complaint Resolution Time

On-Time Delivery Performance

Employee Productivity

Cost per Shipment

Team Engagement and Development

Qualifications

Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field.

MBA or postgraduate qualification is preferred.

Experience

10-15 years of experience in Freight Forwarding or Logistics.

Minimum 5 years in a senior customer service leadership role.

Strong experience in Air Freight, Ocean Freight, Customs, and Supply Chain operations.

Experience managing large teams across multiple locations is preferred.

Required Skills

Strong leadership and people management skills.

Excellent customer relationship management abilities.

Thorough knowledge of freight forwarding processes and international trade.

Commercial and financial acumen.

Strong analytical and problem-solving skills.

Effective communication and negotiation skills.

Experience with Freight Management Systems (CargoWise, SAP, Oracle, or similar ERP platforms).

Advanced proficiency in Microsoft Excel, Power BI, and reporting tools.

Competencies

Customer Focus

Strategic Thinking

Decision Making

Team Leadership

Change Management

Conflict Resolution

Process Excellence

Business Acumen

Results Orientation

Continuous Improvement

Working RelationshipsInternal

Sales

Operations

Customs Brokerage

Finance

Warehousing

Transport

IT

Human Resources

External

Customers

Shipping Lines

Airlines

Overseas Agents

Customs Authorities

Transport Partners

Vendors

Job Type

Full-time

Pay

From ₹2,000,000.00 per year

Experience

Freight Forwarding /NVOCC

8 years (Required)

Work Location

In person