Export Customer Service Manager

Expeditors•Peabody, MA

About The Position

Lead and manage the Export Customer Service team to deliver exceptional service to customers and internal stakeholders. Ensure inquiries, requests, complaints, and escalations are handled accurately and within service standards. Oversee daily activities and workload allocation, drive customer retention, serve as the escalation point for complex issues, and support customer onboarding and business transitions. Build relationships with customers, vendors, carriers, and internal offices. Monitor customer KPIs, service commitments, and operational performance; conduct customer reviews and document interactions in CRM systems. Support sales initiatives, collaborate with operational departments, and grow department revenue in line with budget targets. Review customer profitability and financial performance, support financial reporting and collections, and ensure accurate, timely billing. Promote compliance with company policies, Operational Process Standards, customer SOPs, and government regulations. Identify process improvements, maintain customer SOPs, and lead department meetings and strategy sessions. Manage employee performance, coaching, development, succession planning, staffing, productivity, and overtime. Maintain awareness of market conditions, transportation trends, customer requirements, and industry developments.

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 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.
Manage customer onboarding and support transitions of new and 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 ensure service excellence and alignment 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 for accurate accounting and compliance.
Monitor accounts receivable and support collection efforts to maintain payment terms and cash flow objectives.
Ensure timely and accurate billing according to company and customer requirements.
Promote compliance with company policies, Operational Process Standards, 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 reviewed regularly.
Plan and lead department huddles, team meetings, performance discussions, and customer service strategy sessions.
Conduct 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 to maximize department effectiveness.
Maintain awareness of market conditions, transportation trends, customer requirements, and industry developments.