Crane Worldwide Logistics
is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges.
The Customer Service Manager is responsible for leading and managing the customer service function for the company's logistics and freight forwarding operations.The role will ensure high-quality customer experience, proactive shipment management, timely communication, issue resolution and strong coordination between customers, sales, operations, carriers, overseas offices and internal stakeholders. The position will be responsible for developing a customer-centric culture, improving service levels, reducing escalations and ensuring that customer commitments are consistently delivered.
Customer Relationship & Service Management
- Serve as the primary escalation point for key customer service issues and maintain strong customer relationships.
- Understand customer logistics requirements and ensure proactive communication throughout the shipment lifecycle.
- Monitor service commitments, SLAs and customer satisfaction; conduct regular service reviews and drive retention.
- Ensure timely resolution of customer complaints and escalations.
Shipment & Operational Coordination
- Monitor shipments across Ocean, Air, Ground and other logistics services.
- Coordinate with Operations, Sales, Pricing, Customs, Billing and overseas offices to ensure seamless shipment execution.
- Track shipment milestones, proactively communicate delays/exceptions and drive corrective actions.
- Manage operational issues including delays, rollovers, customs holds, documentation issues, delivery delays, detention/demurrage, freight discrepancies, billing issues and carrier/service failures.
Escalation, SLA & KPI Management
- Own customer escalations from identification through closure, including root-cause analysis and corrective/preventive actions.
- Maintain escalation trackers and provide management visibility on critical issues.
- Monitor KPIs including response and resolution time, milestone accuracy, on-time updates/delivery, escalation closure, documentation and billing accuracy, complaints, claims and service failures.
- Prepare weekly and monthly customer service performance reports.
Process Improvement & Digitalization
- Identify service and process gaps and implement continuous improvements.
- Develop and maintain SOPs, customer-specific work instructions and escalation procedures.
- Drive automation, digitalization and improved shipment visibility in collaboration with Operations and IT.
- Conduct root-cause analysis and implement preventive measures for recurring issues.
Cross-Functional Coordination
- Work closely with Sales, Key Account Management, Ocean/Air/Ground Operations, Customs, Pricing, Procurement, Finance, IT and overseas offices.
- Ensure seamless handover across Sales → Implementation → Operations → Customer Service → Billing.
Customer & Implementation
- Support new customer and develop customer-specific SOPs and service matrices.
- Coordinate implementation activities and ensure system, documentation and operational readiness before go-live.
- Conduct post-implementation reviews and ensure smooth transition to BAU operations.
Team Management
- Lead, coach and develop the customer service team and establish clear objectives and KPIs.
- Manage workload, resource allocation and customer/time-zone coverage.
- Conduct performance reviews, identify training needs and foster a proactive, accountable and customer-focused culture.
- Promote knowledge sharing and continuous improvement.
Commercial, Compliance & Risk Management
- Identify revenue leakage, billing discrepancies and unnecessary operational costs, including detention/demurrage and accessorial charges.
- Support dispute resolution and ensure adherence to customer-specific commercial commitments.
- Ensure compliance with company policies, applicable US regulations, SOPs and quality standards.
- Maintain proper documentation and escalate compliance, security and operational risks appropriately.
- 7–12 years of experience in freight forwarding, logistics, transportation or supply chain.
- Experience managing enterprise/strategic logistics customers preferred.
- Strong knowledge of Ocean, Air and Ground logistics and international shipments.
- Proven experience in customer escalation management, service recovery and stakeholder management.
- Strong customer focus and communication skills
- Ownership, accountability and problem-solving ability
- Strong stakeholder management and influencing skills
- Commercial and analytical thinking
- Leadership and people-management capability
- Ability to manage pressure, prioritize multiple customers/issues and work proactively
- Strong negotiation and influencing skills
The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Recruitment Agency Policy
At Crane Worldwide Logistics we manage all hiring directly and do not accept unsolicited CVs or candidate profiles from recruitment agencies or search firms. Agencies must not contact our employees or managers directly with candidate details.
Where recruitment support is required, we will engage trusted partners through a formal written agreement. We will not be liable for be liable for any associated placement fees for any CVs received without such an agreement.
We appreciate your cooperation in respecting this policy.
