Customer Service Manager

1 week ago
Mumbai Maharashtra, MH, India CKB Group Full-time
Company Description CKB Group is a logistics solutions provider with over a century of continuous service to the export-import (EXIM) community. The company delivers professional and timely logistics support at competitive costs, focusing on reliability and efficiency for its clients. CKB Group offers a broad portfolio of services, including freight forwarding, custom house agency services, sea, air, and road freight, and freight consolidation. Its capabilities also span agency representation, warehousing, liquid logistics, 3PL/4PL logistics, project and ODC cargo management, and associated support services. Team members join a legacy-driven organization that values expertise, customer focus, and operational excellence. Role Description The Customer Service Manager is a full-time, on-site position based in Mumbai. This role oversees daily customer service operations, ensuring timely and accurate responses to client inquiries related to logistics services and shipment status. The manager will lead and mentor the customer service team, allocate workloads, and establish service standards and protocols to enhance customer satisfaction. Responsibilities include handling escalations, coordinating with operations, sales, and warehouse teams, monitoring service performance metrics, and implementing process improvements. The role also involves maintaining customer records, preparing service reports, supporting key accounts, and ensuring adherence to company policies and compliance requirements. Qualifications
- Customer-focused skills, including Customer Satisfaction and Customer Service Management, with experience building and maintaining long-term client relationships.
- Customer Support capabilities, with a background in handling inquiries, resolving complaints, and managing service escalations in a structured environment.
- Strong Analytical Skills to interpret service metrics, identify trends, and recommend practical improvements to processes and customer experience.
- Clear and professional Communication skills, including the ability to interact with customers and internal stakeholders, both verbally and in writing.
- Proven experience in a customer service leadership or supervisory role, preferably within logistics, freight, supply chain, or related industries.
- Ability to manage teams, prioritize tasks, and work effectively in a fast-paced, on-site operational environment in Mumbai.
- Proficiency with customer service software, CRM tools, and basic office applications (e.g., email, spreadsheets, documentation).
- Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field, or equivalent relevant work experience.

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