Customer Service Manager “Alex”

Customer Service Manager- In Alexandria

Job Summary

We are seeking a dynamic and results-driven Customer Service Manager to lead our customer service operations and enhance client satisfaction. The ideal candidate will play a critical role in strengthening customer relationships, ensuring seamless order management, and driving continuous improvement across service processes.

Key Responsibilities

 Customer Relationship Management & Business Development

• Build and maintain strong, long-term relationships with key customers
• Identify opportunities to enhance customer experience and support business growth
• Act as the main point of escalation for customer concerns

 Order Management & Coordination

• Oversee the end-to-end order management process
• Coordinate with internal departments to ensure timely and accurate order fulfillment

 Tracking & Customer Support

• Monitor shipments/orders and provide proactive updates to customers
• Ensure prompt and effective resolution of inquiries and issues

 Billing & Invoicing

• Supervise billing processes to ensure accuracy and timeliness
• Address customer queries related to invoices and payments

 Leadership & Team Development

• Lead, coach, and develop the customer service team
• Set clear objectives and KPIs, and drive team performance

 Collaboration with Operations

• Work closely with operations and logistics teams to ensure service excellence
• Align customer service activities with operational capabilities

 Reporting & Performance Analysis

• Prepare regular reports on customer service performance
• Analyze KPIs and customer feedback to identify trends and improvement areas

 Process Improvement

• Identify inefficiencies and implement process enhancements
• Drive initiatives to improve service quality and customer satisfaction

Qualifications & Requirements

• Bachelor’s degree in Business Administration or related field
• 8-12 years of experience in customer service management (preferably in logistics/shipping industry)
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Proficiency in CRM systems and MS Office tools
• Strong analytical and reporting skills

What We Offer

• Competitive salary and benefits
• Career growth opportunities
• Dynamic and collaborative work environment

How to Apply

Interested candidates are invited to apply by sending their CV to: hrheavytrasnport@gmail.com