Job Description
Elitez Group is seeking a highly skilled and experienced Customer Service & Documentation Manager to take charge of our logistics operations. In this pivotal leadership role, you will be responsible for managing a dedicated team of 12 professionals, ensuring seamless export bookings, and maintaining strict adherence to shipping documentation standards. We are looking for a strategic leader who excels in SOP compliance and operational excellence to drive our business forward.
Your primary focus will be on ensuring smooth operations, tracking key performance indicators (KPIs), and nurturing strong customer relationships. You will act as the bridge between our clients and internal departments, ensuring that every shipment is documented accurately and delivered on time. If you are a results-oriented professional with a passion for logistics and team leadership, we encourage you to apply.
Responsibilities
- Lead, mentor, and manage a team of 12 customer service representatives to ensure high performance and team morale.
- Oversee the complete end-to-end export booking process and manage all critical shipping documentation.
- Ensure strict compliance with Standard Operating Procedures (SOPs) across all logistics and transport functions.
- Monitor and analyze Key Performance Indicators (KPIs) to drive continuous improvement and operational efficiency.
- Maintain strong, professional relationships with existing clients and resolve complex inquiries efficiently.
- Coordinate closely with shipping and transport departments to ensure smooth operations flow and timely delivery.
- Implement and maintain documentation control systems to minimize errors and prevent delays.
Qualifications
- Bachelor’s degree in Logistics, Supply Chain Management, or a related field.
- Minimum of 5 years of experience in customer service and logistics management roles.
- Proven track record of successfully managing a team of 10 or more members.
- In-depth knowledge of export documentation, shipping regulations, and trade compliance requirements.
- Strong analytical skills with the ability to interpret data, performance metrics, and KPIs.
- Excellent verbal and written communication skills with a focus on customer satisfaction.
- Proficiency in MS Office and logistics management software.