Head of Customer Services

About the Role

We are seeking a dynamic and experienced Head of Customer Service to lead our Customer Service team in a fast-paced logistics environment. In our company, Customer Success is not just a support function - it is a critical pillar of our operations and long-term client relationships.

The Head of Customer Success will be responsible for overseeing the entire customer journey from the moment an order is received until successful delivery. This includes managing inbound customer inquiries, coordinating shipments, collaborating closely with the Sales team on pricing, and ensuring seamless execution with internal logistics, warehousing, and transportation teams (air and sea freight).

As we transform the Customer Service function, we're seeking a forward-thinking leader with a strong growth mindset who can drive operational excellence, implement process improvements, and build a high-performing team ready for the future of logistics.

Key Responsibilities

• Lead and mentor the Customer Service team, fostering a customer-centric culture focused on excellence and continuous improvement.
• Oversee end-to-end order management: receive client phone calls and inquiries, collect detailed shipment requirements, and ensure timely and accurate processing.
• Collaborate closely with the Commercial team to obtain competitive pricing and quotations for client shipments.
• Coordinate with internal logistics, warehouse, and operations teams to arrange transportation via air freight, sea freight, or other modalities.
• Ensure high levels of on-time performance, shipment visibility, and proactive issue resolution for all clients.
• Drive the digital transformation of the Customer Service function, including full adoption and optimization of CargoWise (or other Warehouse Management Systems - WMS).
• Identify opportunities for process automation, standardization, and efficiency gains across the CS workflow.
• Monitor team performance through KPIs related to customer satisfaction, order accuracy, response time, and retention.
• Act as the escalation point for complex client issues and work cross-functionally to deliver effective solutions.
• Champion change management initiatives and inspire the team to embrace new ways of working during the ongoing transformation.
• Setting Customer Expectation Standards, and keep track of Customer Satisfaction Index
• Design, drive, and implement CRM
• Articulate incidents, and supervisor team in preparing client facing reports

Requirements & Qualifications

• Experience:
  • Minimum 8-10 years of progressive experience in Customer Success, Operations, or Account Management within the logistics, freight forwarding, or supply chain industry.
  • Proven experience working with CargoWise or other major Warehouse Management Systems (WMS) / Transport Management Systems (TMS) is an advantage.
  • Demonstrated success in leading and developing high-performing customer-facing teams.
• Skills & Competencies:
  • Strong operational mindset with excellent coordination and problem-solving skills.
  • Ability to manage multiple priorities in a fast-paced, deadline-driven environment, yet channelling direct communication to parties on a need-to-know basis.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
  • Solid understanding of air freight, sea freight, and logistics operations.
  • Growth mindset with a passion for driving change, innovation, and continuous improvement.
  • Experience leading digital transformation or process re-engineering projects in a logistics setting is highly advantageous.
  • Ability to design workflows, to identify and eliminate waste across departments.
• Mindset & Attributes:
  • Proactive, resilient, and adaptable - comfortable navigating and leading through organizational change.
  • Customer-obsessed with a genuine desire to deliver exceptional service.
  • Strong leadership presence and the ability to motivate and develop team members.
  • Data-driven decision maker with strong analytical skills.