Job Description

Designation:- customer service Manager. Experience:-10 to 18 yrs Location:- Mumbai. :- Create a \'Customer Service Culture\' delivering quality service and improved customer satisfaction Drive performance within the team by exceeding Quality promises and KPI deliverables Review customer survey results and implement measures to improve customer satisfaction Identify and communicate areas of concern / proposals to enhance the current business processes to the Regional Customer Service / Business systems teams Coach and develop a team of motivated individuals through regular performance reviews and 121 discussions Promote the application of HL standards and ensure the documentation of local manuals and guidelines, where applicable Ensure QEM principles are followed and promoted within department Identify training needs and ensure all team and functional training requirements are recorded and fulfilled Participate and support the global/regional projects related to Customer Service Assist in the rollout and drive the usage of new and existing product offerings by HL Participate in cross-functional Area meetings, discussing solutions for daily problems involving other team University degree or equivalent 10+ years industry and management experience in transportation industry Overall expert knowledge of the Import and Export Processes and understanding of the Shipping industry as a whole. Excellent communication skills Working knowledge of MS Offic

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