Export Customer Service Manager

Expeditors•Peabody, MA

7h•$65,000 - $80,000

About The Position

The Export Customer Service Manager leads and manages the Export Customer Service team to deliver exceptional service to customers and internal stakeholders. The role oversees customer inquiries, requests, complaints, escalations, onboarding, service commitments, and operational performance, while building strong relationships with customers, vendors, carriers, and internal network offices. The manager supports sales and customer retention through relationship management, customer reviews, visits, quotations, presentations, and service recovery. The position also oversees department revenue and financial performance, including profitability reviews, financial reporting, accounts receivable, collections, and billing. It promotes compliance with company policies, Operational Process Standards (OPS), customer SOPs, and applicable government regulations, and supports trade compliance initiatives. The role manages Export Department transitions and process improvement, maintains customer SOPs, and leads team meetings and performance discussions. It includes coaching and developing employees, conducting evaluations and career development discussions, developing supervisors and key staff, maintaining succession plans, and managing overtime, productivity, staffing, and resources.

Requirements

Global logistics industry knowledge.
Proven customer service leadership experience.
Good computer skills, including MS Excel and MS Word.
Fluent in English.
Proven problem-solving, interpersonal, communication, and leadership skills.
Four years of industry-specific knowledge.

Nice To Haves

Graduate of an IATA/FIATA introductory course.

Responsibilities

Lead and manage the Export Customer Service team to deliver exceptional service to customers and internal stakeholders.
Ensure customer inquiries, requests, complaints, and escalations are addressed accurately and within established service standards.
Monitor daily customer service activities and allocate workloads to support business demands.
Drive customer retention through proactive relationship management, business reviews, and service recovery initiatives.
Serve as the primary escalation point for complex customer service issues and implement corrective actions as needed.
Manage customer onboarding and support transitions of new business and updates to existing business.
Build and maintain relationships with customers, vendors, carriers, and internal network offices.
Monitor customer KPIs, service commitments, and operational performance metrics.
Conduct customer reviews and document interactions, opportunities, and service issues in CRM systems.
Support sales initiatives through customer visits, quotations, presentations, and retention activities.
Collaborate with operational departments to align service with customer requirements.
Grow department revenue in line with District budget targets and management expectations.
Review customer profitability, service costs, and financial performance to identify improvement opportunities.
Support BNP, AJAX, CLH, and other financial reporting requirements to ensure accurate financial accounting and compliance.
Monitor accounts receivable and support collections to maintain payment terms and cash flow objectives.
Ensure timely and accurate billing according to company and customer requirements.
Promote compliance with company policies, OPS, customer SOPs, and applicable government regulations.
Maintain a positive working relationship with the Trade Compliance Manager and support compliance initiatives and training.
Manage the Export Department transition process.
Identify and recommend process improvements to increase efficiency, service quality, and customer satisfaction.
Ensure customer SOPs are documented, maintained, and regularly reviewed.
Plan and lead department huddles, team meetings, performance discussions, and customer service strategy sessions.
Conduct employee performance evaluations, one-on-one meetings, coaching, and career development discussions in alignment with the 3+1 Initiative.
Develop supervisors and key staff members and maintain succession plans and department continuity.
Monitor overtime, productivity, staffing levels, and resource allocation.
Maintain awareness of market conditions, transportation trends, customer requirements, and industry developments.