Customer Service Manager

Company Description Unigate Forwarding India Pvt Ltd is a full-service logistics provider headquartered in Ahmedabad, India, supporting clients with domestic and international logistics needs. The company combines deep industry experience, responsive service, and advanced technology to deliver reliable and cost-effective solutions. Unigate India offers air and sea freight, road freight, warehousing, customs brokerage, project logistics, packing solutions, and international courier services. Local teams with strong knowledge of regional businesses manage shipments worldwide, including specialized project cargo with complex dimensions, weights, and industrial dismantling requirements. This environment offers logistics professionals exposure to diverse sectors and challenging, high-impact projects.

Role Description The Customer Service Manager is a full-time, on-site role based in Ahmedabad. This role oversees day-to-day customer service operations, ensuring timely and accurate communication with clients across all logistics services, including air, ocean, road freight, warehousing, and project cargo. Responsibilities include managing customer inquiries and escalations, coordinating with operations and sales teams, monitoring service performance, and implementing improvements to enhance customer satisfaction. The Customer Service Manager will manage and mentor the customer support team, set service standards and KPIs, and ensure that client issues are resolved efficiently and professionally. The role also involves preparing service reports, analyzing customer feedback, and supporting process optimization to maintain high reliability and service quality.

Qualifications

• Strong customer-focused skills, including Customer Satisfaction, Customer Service Management, and Customer Support.
• Demonstrated Analytical Skills for tracking service performance, interpreting data, and identifying process improvements.
• Excellent Communication skills for clear, professional interaction with clients, internal teams, and external partners.
• Experience leading or supervising customer service teams in logistics, freight forwarding, or related industries.
• Good understanding of end-to-end logistics processes (air, ocean, road freight, warehousing, and customs procedures).
• Proficiency with CRM tools, MS Office, and basic reporting/metrics tracking.
• Ability to work on-site in Ahmedabad, handle multiple priorities, and maintain composure under time-sensitive situations.
• Bachelor's degree in Business, Logistics, Supply Chain, or a related field is preferred.
• Prior experience in project cargo or complex shipment handling is an advantage.