Customer Service Manager

About Ensign FreightEnsign Freight Ltd. is part of the Ensign Group, headquartered in Hong Kong, with over 20 offices worldwide. Since 1986, Ensign has been a trusted logistics partner for businesses across Asia and beyond.We specialize in air and sea freight, domestic transportation, logistics projects, and tailor-made supply chain solutions. With a team of over 300 professionals and a strong global partner network, Ensign empowers customers to grow in a rapidly evolving supply chain and e-commerce landscape.Role DescriptionWe are looking for a Customer Service Manager to join our team at Ensign, a leading logistics and supply chain solutions provider. In this role, you will be responsible for overseeing daily freight operations, leading the customer service team, and ensuring operational excellence across all shipments. You will play a key role in maintaining service standards, strengthening customer relationships, and improving operational efficiency.Position Location:Vietnam (Ho Chi Minh City)Key ResponsibilitiesOperations Management• Oversee daily import and export shipment operations, including logistics coordination.• Ensure timely booking, documentation accuracy, and shipment execution.• Coordinate with carriers, overseas agents, trucking vendors, and customs brokers.• Monitor shipment milestones and proactively resolve operational issues.Team Leadership• Supervise and guide Customer Service Executives.• Allocate workload and ensure team productivity.• Adhere to internal SOPs and continuously improve operational processes.• Train and mentor junior team members.Customer Relationship & Service Quality• Act as escalation point for key accounts and service issues.• Maintain high customer satisfaction and service performance standards.• Conduct regular service reviews with Sales and Branch Managers.Performance & Reporting• Monitor KPIs including shipment accuracy, on-time performance, and service quality.• Ensure proper cost control and support billing accuracy.Qualifications• Minimum 3 years of freight forwarding experience.• Experience in a supervisory or team leadership role preferred.• Strong knowledge of import/export procedures and documentation.• Good problem-solving and communication skills.• Fluent in Vietnamese and English.• Mandarin (spoken and written) preferred• Ability to manage multiple priorities in a fast-paced environment.ApplicationApply via LinkedIn or send your CV to hr@ensignfreight.comPersonal data collected will be treated in strict confidence and used solely for recruitment purposes. Applicants who do not receive a response within four weeks may consider their application unsuccessful. All personal data will be destroyed after three months.