Job Description:

1. Client Relationship Management:

• Client Interaction: Serve as the primary contact for key clients, handling complex inquiries, and providing expert advice on ocean import processes.
• Customer Satisfaction: Ensure high levels of customer satisfaction by addressing issues promptly, maintaining clear communication, and delivering exceptional service.

2. Coordination and Communication:

• Stakeholder Coordination: Manage relationships with shipping lines, customs brokers, port authorities, and other stakeholders to ensure smooth operations.
• Communication: Communicate effectively with clients regarding shipment status, delays, or any issues that may arise, ensuring transparency and proactive problem-solving.

3. Problem Resolution:

• Complex Issue Management: Handle escalated issues and complex problems related to shipment delays, damage, or customs challenges.
• Resolution Strategies: Develop and implement strategies to resolve issues and prevent future occurrences, improving overall service quality.

4. Operational Oversight:

• Performance Monitoring: Monitor key performance indicators (KPIs) and service metrics to ensure adherence to service standards and client expectations.

5. Documentation and Compliance:

• Oversee the preparation and accuracy of import documentation, ensuring compliance with all regulations and international standards.
• Regulatory Compliance: Stay updated on changes in regulations and ensure that all import activities comply with local and international laws.

6. Training and Leadership:

• Team Supervision: Lead and mentor junior staff, providing training and guidance to ensure they meet performance standards.
• Process Improvement: Train the team on best practices and new procedures to enhance overall department performance.

7. Strategic Planning:

• Service Enhancement: Work on long-term plans to enhance customer service and streamline operations based on client feedback and industry trends.

8. Reporting and Documentation:

• Report Preparation: Prepare detailed reports on import activities, client interactions, and performance metrics for management review.
• Documentation Accuracy: Ensure all records are accurately maintained and up-to-date, facilitating audits and compliance checks.

In summary, a Senior Ocean Import Customer Service Manager is responsible for managing complex client relationships, overseeing operational processes, resolving issues, and leading a team while ensuring high standards of service and compliance within the freight forwarding and logistics industry.

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