Customer Service Manager (Maritime Industry)

Customer Service Manager - Maritime Industry

Responsibilities

• Lead and oversee the customer service team, ensuring efficient handling of customer inquiries, order processing, and quotations.
• Develop and implement customer service policies and procedures to enhance operational efficiency and customer satisfaction.
• Monitor the preparation and delivery of accurate and timely quotations for spare parts and consumables, ensuring clarity and completeness in pricing and product details.
• Collaborate with internal departments, including sales, logistics, and procurement, to streamline order management and fulfillment processes.
• Supervise the commercial execution of projects from order receipt through all project stages, ensuring compliance with company policies and customer expectations.
• Manage and optimize the order processing workflow, ensuring accuracy and timeliness in order confirmations, tracking, and fulfillment.
• Oversee communication with customers regarding order status updates, shipment tracking, and issue resolution.
• Identify and resolve order discrepancies, including pricing errors, availability issues, and shipping delays, by working closely with relevant departments.
• Implement quality control measures to minimize errors and continuously improve order accuracy and service efficiency.
• Coordinate with vendors and logistics teams for triangular shipments and ensure timely deliveries.
• Drive continuous improvement initiatives to enhance customer service operations and align with business goals.
• Train, mentor, and develop the customer service team, fostering a high-performance and customer-focused culture.
• Monitor customer satisfaction levels and implement strategies to improve service standards.

• Minimum of 5 years of experience in a customer service or order management role within the maritime industry, with at least 2 years in a managerial or supervisory position.
• Strong proficiency in order management systems (OMS) and enterprise resource planning (ERP) software.
• Advanced computer skills, including proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent verbal and written communication skills in English, with the ability to interact effectively with internal teams, customers, and vendors.
• Strong leadership and team management skills, with a focus on coaching and performance improvement.
• Exceptional attention to detail and accuracy in order processing and tracking.
• Excellent problem-solving abilities to handle customer inquiries, order discrepancies, and logistical challenges.
• Strong organizational and multitasking capabilities to manage a high volume of orders efficiently.
• Ability to prioritize tasks, work under pressure, and meet tight deadlines.
• Customer-focused mindset with a dedication to delivering exceptional service and fostering strong client relationships.

• Competitive Compensation package
• Career development and growth opportunities
• Continuous training in new technologies and tools
• Health Benefits