• Job Title: Operations / Customer Service Manager / Pricing Manager
• Location: Mumbai
• Industry: Freight Forwarding & Logistics
• Experience Required: 5–10 Years
• Employment Type: Full-Time
• Salary: ₹70,000 – ₹80,000 per month

About the Role

We are seeking a highly motivated and experienced Operations / Customer Service Manager to lead and manage customer service and logistics operations within our freight forwarding business. The ideal candidate will be responsible for ensuring smooth shipment execution, managing customer relationships, resolving escalations, and driving operational excellence across import/export logistics functions.
This role requires strong leadership capabilities, operational expertise, customer-centric thinking, and the ability to coordinate effectively with shipping lines, overseas agents, transporters, CHA, CFS, vendors, and internal departments to deliver exceptional service standards.

Key Responsibilities

Team Leadership & Performance Management

• Lead, mentor, and motivate the customer service and operations team.
• Set operational goals and monitor team performance against KPIs.
• Conduct regular training, coaching, and performance evaluations.
• Foster a collaborative and customer-focused work environment.
• Identify skill gaps and support team development initiatives.

Customer Service Operations

• Oversee daily customer service and shipment coordination activities.
• Ensure timely handling of customer inquiries, shipment updates, and issue resolution.
• Manage escalations professionally and ensure customer satisfaction.
• Develop and implement SOPs, service processes, and operational controls.
• Coordinate effectively between customers, documentation, pricing, accounts, and
  operations teams.

Shipment & Logistics Operations

• Monitor import/export shipment execution and operational workflows.
• Coordinate with shipping lines, overseas agents, transporters, CHA, CFS, and
  vendors.
• Ensure timely documentation, shipment tracking, billing, and job closure.
• Maintain operational efficiency and service quality across all shipments.

Service Level & Process Management

• Monitor SLAs and operational turnaround times.
• Identify operational gaps and implement corrective actions.
• Analyze customer feedback and operational data to improve service delivery.
• Drive continuous improvement initiatives and process optimization.

Customer Relationship Management

• Build and maintain strong relationships with customers and stakeholders.
• Ensure high levels of customer satisfaction and long-term retention.
• Proactively address operational issues and customer concerns.
• Support business growth through exceptional service standards.

Reporting & Performance Analysis

• Prepare operational and customer service performance reports.
• Track KPIs including response time, shipment handling efficiency, resolution time,
  and customer satisfaction.
• Provide operational insights and recommendations to management.

Required Skills & Competencies

• Strong knowledge of freight forwarding, logistics, import/export operations, and
  shipment coordination.
• Excellent leadership and team management skills.
• Strong customer handling and escalation management capabilities.
• Good understanding of shipping documentation and operational workflows.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to multitask and work under pressure in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Proficiency in MS Office and logistics/ERP systems.

Preferred Candidate Profile

• 5–10 years of experience in freight forwarding/logistics operations and customer
  service management.
• Experience handling import/export operations and operational teams.
• Strong coordination experience with shipping lines, CHA, CFS, transporters, and
  overseas agents.
• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration,
  or related field preferred.

Why Join Us?

• Opportunity to work with a growing and dynamic logistics organization.
• Exposure to end-to-end logistics and operational management.
• Professional growth opportunities in a fast-paced environment.
• Collaborative and performance-driven workplace culture.