Infinity Freight Services India Pvt. Ltd. is a leading logistics and freight forwarding company providing innovative and efficient supply chain solutions. We pride ourselves on service excellence, customer satisfaction, and operational integrity.
Role Overview:
We are seeking a dynamic and experienced
Customer Service Manager
to lead our Customer Service Department. The ideal candidate will take full ownership of customer experience, manage a team, address shipment-related issues, ensure service quality, and be a key link between clients, operations, and internal teams.
Key Responsibilities:
Department Leadership:
Lead, mentor, and manage the customer service team to deliver timely and effective support.
Set performance goals, KPIs, and ensure team targets are achieved.
Client Management:
Act as the escalation point for major customer concerns or service issues.
Build and maintain strong relationships with key clients to ensure customer retention and satisfaction.
Issue Resolution:
Monitor and resolve service-related issues during shipment movement (delays, documentation errors, etc.).
Coordinate with internal departments (operations, documentation, billing) to close service gaps.
Process Improvement:
Identify service bottlenecks and recommend improvements to enhance the customer journey.
Implement SOPs and training to ensure consistency in service delivery.
Reporting & Analysis:
Track customer complaints, service level performance, and generate regular MIS reports.
Analyze trends and suggest data-driven solutions for improved service outcomes.
Compliance & Documentation:
Ensure adherence to regulatory and company standards for communication and documentation.
Support audit processes and ensure customer records are accurately maintained.
Requirements:
Education:
Graduate in any discipline (preferred: Logistics, Supply Chain, or related field).
Experience:
6-10 years in customer service within freight forwarding/logistics. Minimum 2-3 years in a team lead or managerial role.
Skills:
Strong communication and interpersonal skills.
Ability to handle pressure and multitask.
Excellent problem-solving and analytical thinking.
Proficient in CRM systems, MS Office, and logistics software tools.
Preferred Attributes:
Knowledge of international shipping procedures (Air & Sea).
Familiarity with Incoterms, freight documentation, and customs coordination.
Customer-focused mindset with a proactive approach to problem-solving.
Compensation:
Commensurate with experience and industry standards.
How to Apply:
Interested candidates can send their updated resumes to hr@ifsipl.com with the subject line
"Application for Manager - Customer Service"
.
Job Types: Full-time, Permanent
Pay: ?50,000.00 - ?100,000.00 per month
Benefits:
Paid sick time
Paid time off
Schedule:
Day shift
Fixed shift
Monday to Friday
Language:
English (Preferred)
Hindi (Preferred)
Work Location: In person