Senior Manager - Freight Forwarding and Customer Service

Senior Manager - Freight Forwarding Responsibilities Strategic Roles & Responsibilities Own and lead Key Account Management for high revenue and strategic customers and routes. Manage outsourced partnerships for operations & customer-facing voice processes Define and implement customer service strategies aligned with organizational goals. Ensure systematic and timely processing of customer requests and bookings. Act as the escalation point for critical customer complaints and ensure timely resolution. Identify process gaps and lead initiatives to reduce waste, improve efficiency, and enhance customer experience. Establish performance metrics and develop dynamic, interactive dashboards for customer service excellence and executive management review (including CEO-level presentations). Review customer-specific data, volume trends, and commodity analysis to drive continuous improvement and strategic business insights. Drive adoption of AI, digital tools, reporting systems, and visibility ...