Customer Service Assistant Manager

About the role

We are looking for a Customer Service Assistant Manager to support and oversee our customer service department, ensuring high-quality service and efficient shipping operations. The role combines team leadership with hands-on management of import/export and shipping documentation.

Key responsibilities

• Supervise and lead a team of Customer Service members, setting SMART goals aligned with organisational objectives.
• Monitor daily workflow, provide coaching, conduct performance reviews and balance workload.
• Manage end-to-end customer service processes, including training and technical guidance.
• Oversee preparation of full sets of Import/Export, Letter of Credit and banking documents.
• Prepare accurate shipping documents (Invoices, Packing Lists, Certificates of Origin, Wood Declarations, Marine Insurance, Form 6, Form 9, Annex 7) and track processing times.
• Review shipping claims, negotiate with shipping lines or yards to minimise costs.
• Coordinate with traders, regional offices and yards to ensure seamless information flow.
• Communicate proactively with customers about shipment status, delays or updates and resolve complex complaints.
• Develop and implement customer support strategies, best practices and service standards.

Required profile

• Proven experience supervising a customer service or logistics team.
• Strong understanding of import/export procedures and shipping documentation.
• Excellent communication and negotiation skills.
• Ability to analyse reports, set targets and drive continuous improvement.
• Detail-oriented with a focus on compliance and KPI adherence.

Required skills

• Import/Export documentation
• Letter of Credit processing
• Shipping document preparation (Invoices, Packing Lists, Certificates of Origin, Wood Declarations, Marine Insurance, Form 6, Form 9, Annex 7)
• Negotiation with shipping lines
• Report generation and KPI tracking