Unit Head Customer Service - Cranes & Heavy Transport

Unit Head Customer Service - Cranes & Heavy Transport

Job Openings Unit Head Customer Service - Cranes & Heavy Transport

About the job Unit Head Customer Service - Cranes & Heavy Transport

Our client is a leading player in the transportation and logistics sector, recognised for delivering reliable, customer-centric solutions across regional and international markets. As part of its continued growth and operational excellence journey, the company is seeking an experienced Unit Head Customer Service to lead its front-line service function.

This pivotal role is responsible for steering the customer service team towards achieving superior service standards, client satisfaction, and operational efficiency. Acting as a bridge between clients, operations, and senior management, the position offers exposure to strategic decision-making, continuous improvement initiatives, and cross-functional collaboration in a dynamic logistics environment.

Key Responsibilities

Service Delivery & Operations Oversight

• Supervise daily customer service operations to ensure prompt resolution of client inquiries and service issues.
• Monitor key performance indicators (KPIs) and service quality metrics, ensuring timely updates and accurate reporting.
• Coordinate with logistics and dispatch teams to maintain seamless service fulfilment.
• Lead, coach, and evaluate the customer service team to enhance performance and professional capability.
• Manage scheduling, training initiatives, and performance feedback to drive service excellence.
• Foster a culture of accountability, collaboration, and continuous learning within the team.

Client Relationship Management

• Build and maintain strong relationships with key clients, ensuring consistent satisfaction and loyalty.
• Serve as the primary escalation point for complex or high-impact service concerns.
• Conduct client meetings and performance reviews to proactively address service improvements.

Performance Monitoring & Process Improvement

• Analyse customer feedback and operational data to identify service trends and performance gaps.
• Recommend and implement process improvements aligned with business goals.
• Prepare and present performance reports and improvement plans for senior management review.

  Compliance & Cross-Functional Coordination

  • Ensure adherence to transportation regulations, safety standards, and company policies.
  • Support implementation of quality assurance measures across service operations.
  • Collaborate with logistics, finance, and operations teams to resolve service-related challenges and streamline information flow.

  Qualifications & Experience

  • Bachelors degree (preferably in Business, Logistics, or a related field).
  • 5-7 years of progressive experience in customer service, preferably within logistics or transportation.
  • Demonstrated experience leading teams and managing client relationships in a service-driven environment.
  • Solid understanding of logistics processes, sales coordination, and performance management.
  • Proficient in MS Office and familiar with KPI reporting and CRM tools.
  • Knowledge of transportation regulations and service-level compliance standards preferred.