International Customer Support Manager

Job description

Department: Service Delivery / Customer Experience

Reports To: General Manager

Interested Candidates can apply through:

jyoti.dhurve@white-force.in

9993104707

Role Overview

The International Customer Support Manager is responsible for managing the customer service operations related to global relocation and logistics services. The role ensures seamless shipment handling from booking to completion while delivering exceptional customer experience.

The manager will supervise the move coordination team, maintain service standards aligned with FIDI, ISO, and company policies, resolve customer issues efficiently, and ensure high levels of customer satisfaction.

Key Responsibilities

1. Customer Service & Shipment Management
2. Receive newly booked shipment files from the sales team, review documentation, and initiate service workflows.
3. Analyze job requirements and plan execution strategies for each shipment.
4. Assign files to move coordinators and ensure timely initiation of services.
5. Monitor shipment progress from start to completion ensuring flawless execution.
6. Ensure adherence to TAT, service standards, and compliance requirements (ISO, FIDI, and internal policies).
7. Customer Relationship Management
8. Maintain high-quality customer engagement and personalized service.
9. Proactively contact customers during shipment progress to monitor satisfaction.
10. Address customer concerns, complaints, and service issues promptly.
11. Build strong rapport with high-profile and international clients.
12. Identify opportunities for upselling and cross-selling services.
13. Quality & Performance Monitoring
14. Monitor coordinators' activities to ensure:
15. Accurate file updates
16. Proper communication with customers
17. Compliance with operational procedures
18. Ensure quality checks throughout the shipment lifecycle.
19. Review final shipment volume and compare it with estimated figures.
20. Cost Control & Billing
21. Monitor shipment costs and identify opportunities for cost optimization.
22. Review final costing and report deviations from estimates.
23. Verify billing accuracy before final submission.
24. Complaint Management & Continuous Improvement
25. Record all complaints, claims, feedback, and suggestions in the company system.
26. Implement Corrective Actions (CA) within 48 hours.
27. Conduct Root Cause Analysis (RCA) and Preventive Actions (PA) with management monthly.
28. Improve processes to prevent recurring issues.
29. Compliance & Documentation
30. Ensure all shipment documentation and files comply with FIDI, ISO, and company standards.
31. Review files after job completion to confirm all processes are properly documented.
32. Standardize communication templates and service procedures.
33. Team Leadership
34. Lead, motivate, and mentor the customer service team.
35. Assign tasks and monitor team performance.
36. Train team members on service quality and operational processes.
37. Support team development and leadership growth.
38. Reporting & MIS
39. Prepare Management Information System (MIS) reports.
40. Analyse operational performance and present reports to management.
41. Identify service improvement opportunities through data analysis.

Required Skills & Competencies

1. Excellent customer service and relationship management skills
2. Strong verbal and written communication, particularly with international clients
3. Ability to handle high-pressure situations calmly
4. Strong problem-solving and decision-making abilities
5. Effective multitasking and time management
6. Strong leadership and team management skills
7. Ability to analyse customer needs and provide tailored solutions
8. Flexibility to work outside regular hours when required
9. Strong organizational and operational management skills

Qualifications & Experience

1. Minimum 5 years of experience in customer service
2. Minimum 2 years of experience managing a team
3. Prior experience in logistics, relocation services, transportation, or import/export operations preferred
4. Strong knowledge of Microsoft Office (Excel, Word, Outlook) and general IT systems
5. Fluency in English (spoken and written)
6. Ability to understand and communicate in local languages
7. Awareness of Environmental Management Systems (EMS) preferred

Preferred Industry Background

Candidates with experience in the following industries will be preferred:

1. International Relocation Services
2. Logistics & Supply Chain
3. Packing & Moving
4. Freight Forwarding
5. Import & Export Operations

Interested Candidates can apply through:

jyoti.dhurve@white-force.in

9993104707