Customer Support Manager

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Job Discription

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## Job Summary:

We are looking for an experienced and customer-focused Customer Support Manager for our International Courier & Logistics division. The candidate will be responsible for managing customer service operations, handling escalations, coordinating with international agents/carriers, and ensuring smooth shipment movement with high customer satisfaction.

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## Key Responsibilities:

### Customer Service Management

* Manage day-to-day customer support operations for international courier shipments.

* Handle customer queries related to shipment tracking, delays, customs clearance, delivery status, claims, and billing.

* Ensure timely responses to emails, calls, and escalations.

* Maintain high customer satisfaction and service quality standards.

### Team Management

* Lead and supervise the customer support team.

* Monitor team performance, productivity, and response timelines.

* Conduct regular training sessions for customer service executives.

* Develop SOPs and customer handling processes.

### Shipment Coordination

* Coordinate with airlines, courier partners, destination agents, and overseas teams.

* Follow up on delayed, held, RTO, customs, or exception shipments.

* Support key accounts and high-priority customers.

### Escalation & Issue Resolution

* Handle escalated customer complaints professionally.

* Provide quick solutions for operational and service-related issues.

* Ensure proper communication between operations, sales, and customers.

### Reporting & Documentation

* Prepare MIS reports for complaints, TAT, delivery performance, and escalations.

* Maintain records of claims, disputes, and customer feedback.

* Monitor KPIs related to customer service performance.

### Compliance & Process Improvement

* Ensure adherence to international courier regulations and company policies.

* Suggest process improvements to enhance customer experience and operational efficiency.

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## Required Skills:

* Strong communication and email drafting skills.

* Knowledge of international courier/logistics operations.

* Experience handling DHL, FedEx, UPS, Aramex, import/export shipments, and customs-related queries.

* Excellent problem-solving and team management abilities.

* Good knowledge of MS Excel, CRM systems, and shipment tracking portals.

* Ability to work under pressure and manage multiple escalations.

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## Qualification:

* Graduate / Post Graduate in any discipline.

* Additional certification in Logistics/Supply Chain Management will be an advantage.

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## Experience:

* 4–8 years of experience in International Courier, Freight Forwarding, or Logistics Customer Service.

* Prior experience in team handling is preferred.

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## Preferred Industry:

* International Courier

* Logistics & Supply Chain

* Freight Forwarding

* E-commerce Logistics

Pay: ₹25,851.00 - ₹35,491.92 per month

Benefits:

• Cell phone reimbursement
• Provident Fund

Experience:

• International Logistics/courier: 4 years (Required)

Work Location: In person