Manager, Customer Service & Support

Job Description

• Lead and manage customer service operations to ensure delivery of agreed Service Level Agreements (SLAs), operational excellence standards, and customer satisfaction.
• Oversee workforce planning, resource allocation, and shipment operations to optimize productivity, service performance, and operational efficiency across customer accounts.
• Drive resolution of complex customer service issues, manage escalations, and ensure compliance with company policies, governance standards, and regulatory requirements.
• Monitor operational performance through KPIs, dashboards, and service metrics, identifying improvement opportunities and implementing corrective actions where necessary.
• Lead continuous improvement initiatives, including Kaizen programs and process optimization projects, to enhance service quality, productivity, and operational effectiveness.
• Collaborate with internal stakeholders and technology teams to implement solutions that address operational challenges and improve customer experience.
• Support business continuity planning (BCP), internal and external audits, and risk management activities to ensure operational resilience and compliance.
• Develop and maintain strategic relationships with customers, vendors, suppliers, carriers, and key business partners to drive service excellence and business growth.
• Manage vendor performance, contractual compliance, and cost controls while fostering collaboration to improve operational efficiency and customer outcomes.
• Support commercial objectives by identifying business growth opportunities, promoting value-added services, and enhancing upselling capabilities within the customer service team.
• Build strong customer relationships through proactive communication, performance reviews, and effective resolution of service-related issues.
• Lead, develop, and coach customer service teams through effective workforce planning, performance management, succession planning, and capability development.
• Foster a culture of customer centricity, continuous improvement, accountability, collaboration, and cost-conscious decision-making across the organization.

Job Requirements

• Minimum 8-10 years of experience in logistics, supply chain, or freight forwarding, with strong exposure to customer service and operations management. • Solid knowledge of international supply chain processes, carrier and forwarder operations, trade documentation, and customer service best practices. • Proven experience managing complex customer accounts and building relationships with multinational customers and stakeholders. • Experience leading customer service and operations teams in the logistics industry. • Strong leadership, stakeholder management, and problem-solving skills, with the ability to drive operational excellence and service performance. • Data-driven and process-oriented, with experience leading continuous improvement initiatives and cross-functional collaboration. • Regional or international exposure and cross-functional experience are advantageous. Benefit: - Monthly Basic Salary - Seniorit13th Month salary - Annual Cash Bonus - NSSF (Cover 100%) - Health and Accident insurance from Forte (Cover spouse and children) - Medical Claim - Annual Health Check-up - Opportunity to contribute to a global company's success. - Fast-paced and engaging work environment. - Compliance with Cambodian labor law. - Access to global training opportunities (Prepared by Singaporeans)