Customer Service Manager

1. Manage, oversee, and supervise the business of the Trans Loading Operation group.

2. Create and maintain SOPs and train employees. Develop standard problem-solving procedures.

3. Arrange shipments as requested by customers, contributing to the company's sales, profitability, and maintaining service quality.

4. Troubleshoot customer claims, complaints, incidents, and work with related parties (customers, vendors, insurance companies, ATS group offices) to resolve cases.

5. Prepare proposals and service quotes related to Trans Loading and Land Transportation, and submit them to clients and ATS Group offices.

6. Understand and maintain the company’s systems (including AIOS) as an authorized system user, modifying, correcting, or deleting information as needed.

7. Draw up budgets for the Trans Loading Operation group, monitor, and analyze results.

8. Propose initiatives to increase sales and profitability, conduct customer satisfaction surveys.

9. Negotiate and finalize contracts with vendors for transportation and customs services domestically and internationally, ensuring understanding of terms and liabilities.

10. Conduct quarterly meetings with contracted container draymen, local delivery truckers, FTL & LTL carriers to review contracts and update transportation trends.

11. Stay informed about relevant rules, policies, and programs; train employees accordingly.

12. Evaluate employee performance, manage work schedules, job rotations, training, and coverage for absenteeism and overtime.

13. Perform special projects, business trips, and client visits as instructed by management.

Qualifications

Education:

High School Diploma or GED.

Experience:

Over 10 years in international freight forwarding.