About the Company
Apex Logistics International Inc. is a global logistics leader providing end-to-end supply chain solutions across air, ocean, and land. With a strong international footprint and presence in 48 offices worldwide, Apex is recognized for its reliability, customer-centric approach, and operational excellence. Supported by global partnerships and deep industry expertise, we serve a wide range of industries while continuously driving growth and innovation.
About the Role
The Customer Service Manager is responsible for leading and managing the customer service team to ensure excellent service delivery to customers in freight forwarding operations. This role focuses on customer satisfaction, operational coordination, service quality improvement, and effective communication with internal and external stakeholders to support business growth and customer retention.
Responsibilities
- Lead, manage, and develop the customer service team to ensure high-quality service standards.
- Oversee daily customer service operations related to air freight shipments.
- Act as the main escalation point for key customers regarding service issues, complaints, and operational challenges.
- Ensure timely and accurate communication with customers regarding shipment status, delays, and documentation requirements.
- Coordinate closely with operations, sales, finance, and overseas agents to ensure smooth end-to-end service delivery.
- Develop and implement customer service procedures, SOPs, and service standards.
- Monitor and improve customer satisfaction levels through feedback, service reviews, and corrective actions.
- Prepare and analyzed customer service performance reports (KPIs, complaints, response time, service level, etc.).
- Support the Product team in customer onboarding, solution design, and service commitments.
- Ensure accuracy of shipment documentation, billing coordination, and service-related administrative processes.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience.
Qualifications
- Highly experienced in customer service management.
- Minimum 10–15 years of experience in freight forwarding or logistics, with at least 5 years in a supervisory or managerial customer service role
- Experience handling key accounts and managing customer service teams is highly preferred
Required Skills
- Strong understanding of freight forwarding customer service (especially in air freight)
- Good knowledge of shipping documents, customs processes, and trade compliance
- Experience in handling customer accounts, service issues, and operational coordination
- Proficient in MS Office and freight forwarding / logistics systems
- Ability to analyzed service performance data and customer feedback
- Strong leadership and people management skills
- Customer-focused and service-oriented mindset
- Strong problem-solving and decision-making ability
- Excellent communication and interpersonal skills
- Ability to manage pressure, priorities, and multiple stakeholders
- Process improvement and quality management mindset
- Good planning, organizing, and coordination skills
- High sense of responsibility and accountability
Preferred Skills
- Experience in Air Freight services.
- Leadership experience in a customer service environment.
