Customer Service Manager - Transportation

About the role

Cogent Holdings Pte Ltd, a leading transportation and logistics provider, is seeking a highly motivated and customer-focused Customer Service Manager to join our team in the Jurong East West Region. In this fulltime role, you will be responsible for overseeing the delivery of exceptional customer service across our transportation operations, ensuring our clients' needs are consistently met and exceeded.

1. Manage a team of customer service officers to deliver high-quality, responsive support to clients
2. Develop and implement customer service strategies, policies, and procedures to enhance the overall customer experience
3. Monitor and analyse customer feedback, identifying areas for improvement and driving initiatives to address customer pain points
4. Collaborate cross-functionally with operations, sales, and other departments to ensure seamless service delivery
5. Provide training and coaching to customer service staff to continuously improve their skills and knowledge
6. Maintain a thorough understanding of the company's transportation services, industry regulations, and client requirements
7. Generate and analyse customer service performance metrics, and report on key insights to drive data-driven decision making
8. Assist in all aspects of accounts receivables process including billing, issuance of debit notes and credit notes and checking of invoices
9. Ensure all billings accruals and payments are made on time and generate invoices for posting to customers
10. Monitor job and provide timely updates for shipment, including updating of container details into system
11. Advise customers on delivery schedule / inventory
12. Oversee and monitor progress of job orders and shipments
13. Maintain business relationship with customers and responsible for customer management at a higher level
14. Maintain networking with other departments with relating to executing of job orders
15. Assist in permit declaration for job orders when required
16. Propose improvement plans for the team
17. Assist in RFQ, ad-hoc quotation or commercial rates requests

1. Degree or diploma in logistics, supply chain management, business or related field
2. 5 years of experience in a customer service management role, preferably within the transportation or logistics industry
3. Able to lead a team of customer service staff
4. Competent in SAP preferred
5. Proficient in problem-solving, decision-making, and conflict resolution
6. Ability to deliver feedback in both verbal & written manner

Others Information:

1. Alternate Saturday
2. Company Transport from Jurong East
3. Medical, dental & insurance benefits
4. Daily meal subsidy