Customer Service Manager

Hung Dong is a company operating in the field of freight forwarding and logistics, we have been operating in this field for more than 12 years. With the aim to strengthen our customer service team, we are looking for a Customer Service Manager with a strong leadership to lead the team.

***Job description

- Lead, manage, and develop the customer service team with 8 – 10 headcounts, ensuring clear communication and motivation.

- Set clear team goals, monitor progress, and conduct regular performance evaluations.

- Develop and implement customer service policies, procedures, and standards aligned with company objectives.

- Collaborate with management board to define service-level goals and strategies.

- Identify areas for improvement and drive initiatives to enhance customer satisfaction and operational efficiency.

- Act as an escalation point for complex customer issues, ensuring effective resolution.

- Foster strong relationships with key clients, ensuring their needs and expectations are consistently met.

- Conduct training programs to equip staff with necessary skills and industry knowledge.

- Regularly review team performance metrics and implement action plans to achieve targets and maintain service excellence.

- Coordinate closely with operations, sales, and logistics departments to ensure smooth workflow and timely issue resolution.

- Analyze customer service data to identify trends and opportunities for service improvement.

- Lead inter-departmental meetings and generate regular performance reports for management review

- Excellent leadership, communication, and interpersonal skills with strong customer orientation.

- At least 3 years in the same managerial role or 5 years in the supervisor position with staff management.

- Having at least 3 years of working experience in a logistics company with deep knowledge in Sea & Air freight, handling DDU, DDP, import & export… shipments.

- Proven ability to manage teams, develop talent, and motivate staff.

- Strong analytical, problem-solving, and decision-making abilities.

- Communicating well in English both writing and speaking, able to conduct a meeting in English

- High responsibility, being able to work under pressure.

***Benefits

- Working in a professional environment

- Having good opportunities for courses/trainings in/out of Vietnam

- Having chance to become founding shareholders once the company equitized

- Good base salary/allowance + all benefit per labor law

- Getting 14 months of salary per year in average if working for full 12 months in a year and more bonus basing on company financial result at the end of the fiscal year