Asst. Manager - Customer Service(Borivali West)

Job Title: Manager – Customer Service

Department: Customer Service
Location: Borivali West, Mumbai
Reports To: Senior Management / Director
Company: Infinity Freight Services India Pvt. Ltd.

About Us:

Infinity Freight Services India Pvt. Ltd. is a leading logistics and freight forwarding company providing innovative and efficient supply chain solutions.

Key Responsibilities:

• Department Leadership:
• Lead, mentor, and manage the customer service team to deliver timely and effective support.
• Set performance goals, KPIs, and ensure team targets are achieved.
• Client Management:
• Act as the escalation point for major customer concerns or service issues.
• Build and maintain strong relationships with key clients to ensure customer retention and satisfaction.
• Issue Resolution:
• Monitor and resolve service-related issues during shipment movement (delays, documentation errors, etc.).
• Coordinate with internal departments (operations, documentation, billing) to close service gaps.
• Process Improvement:
• Identify service bottlenecks and recommend improvements to enhance the customer journey.
• Implement SOPs and training to ensure consistency in service delivery.
• Reporting & Analysis:
• Track customer complaints, service level performance, and generate regular MIS reports.
• Analyze trends and suggest data-driven solutions for improved service outcomes.
• Compliance & Documentation:
• Ensure adherence to regulatory and company standards for communication and documentation.
• Support audit processes and ensure customer records are accurately maintained.

Requirements:

• Education: Graduate in any discipline (preferred: Logistics, Supply Chain, or related field).
• Experience: 6–10 years in customer service within freight forwarding/logistics. Minimum 2–3 years in a team lead or managerial role.
• Skills:
• Strong communication and interpersonal skills.
• Ability to handle pressure and multitask.
• Excellent problem-solving and analytical thinking.
• Proficient in CRM systems, MS Office, and logistics software tools.

Preferred Attributes:

• Knowledge of international shipping procedures (Air & Sea).
• Familiarity with Incoterms, freight documentation, and customs coordination.
• Customer-focused mindset with a proactive approach to problem-solving.

Compensation:

Commensurate with experience and industry standards.

How to Apply:

Interested candidates can send their updated resumes to hr@ifsipl.com with the subject line “Application for Asst Manager – Customer Service”.

We are also accepting Applications for this Profile from Customer Service Manager, Customer Service Associate, Customer Support, Customer Success Manager, Customer Service Representative.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹100,000.00 per month

Benefits:

• Paid sick time
• Paid time off

Education:

• Bachelor's (Required)

Experience:

• Customer service: 4 years (Required)

Language:

• English (Required)

Location:

• Borivali West, Mumbai, Maharashtra (Preferred)

Work Location: In person