Customer Service Manager

Operational Customer Service Manager

JAS is an international, non-asset-based supply chain services and solutions company. Our services include air and ocean freight forwarding, contract logistics, customs brokerage, distribution, inbound logistics, truckload brokerage and other supply chain management services, including consulting, the coordination of purchase orders and customized management services.

The Operational Customer Service Manager is responsible for supporting and driving operational excellence across assigned accounts and branch operations. This role supports the execution of air and ocean import/export services and customs clearance coordination, while ensuring compliance with company processes, customer requirements, and all applicable regulatory standards. This position partners closely with branch leadership and the operational team to manage service delivery, meet operational and financial KPIs, and support business retention and growth through consistent, high quality execution.

Essential Functions:

• Provide hands-on leadership and oversight of day-to-day operational execution for assigned accounts, including air and ocean import/export shipments, warehousing coordination, and customs brokerage activities.
• Ensure all operational activities comply with company procedures, customer SOPs, and applicable governmental and regulatory requirements.
• Manage operational performance against established KPIs by utilizing operational and financial dashboards; identify trends, gaps, and corrective actions as needed.
• Maintain awareness of key import and export lanes, routing strategies, and operational requirements to support service continuity and cost efficiency.
• Create, maintain, and enforce Standard Operating Procedures (SOPs) in collaboration with Operations, Sales, Finance, and other internal stakeholders.
• Monitor account operational and financial performance, including rates, margins, yields, and billing accuracy.
• Partner with Finance to monitor invoicing and collections, and proactively address past due balances impacting account performance.
• Act as the primary escalation point for service issues; assign corrective actions, drive resolution, and validate effectiveness to prevent recurrence.
• Deliver customer-facing performance reviews, including quarterly business reviews where applicable.
• Work cross-functionally with Sales, Operations, and Support teams to ensure service delivery aligns with revenue targets and customer growth objectives.
• Support implementation of new services, customers, or operational enhancements across origins and destinations.
• Identify operational efficiencies, cost reduction opportunities, and service improvements; drive implementation in collaboration with internal teams.
• Maintain and grow strong relationships with customers, carriers, and internal partners to support long-term account stability and expansion.
• When required, travel within the region to customer sites and branch locations to review procedures, service execution, and operational compliance.

Supervisory Responsibilities:

• Provide day-to-day operational guidance and leadership to operational and/or customer service staff, either directly or indirectly.
• Support workflow management initiatives and productivity monitoring using available dashboards and reporting tools.
• Promote ongoing training and ensure staff remain current on operational processes and systems.

Education and Experience:

• Bachelor's degree preferred.
• 7+ years of Freight Forwarding operations experience, handling air/ocean product, and customs brokerage.
• 5+ years of prior supervisory/managerial experience.
• Highly motivated leader who is adept at working in a competitive, challenging and fast-paced work environment.
• Must have advanced proficiency language (written and speaking).

Qualifications:

• 5+ years of Freight Forwarding operations experience.
• 3+ years of prior supervisory/managerial experience.
• Must have a firm working knowledge/experience handling air/ocean imports and exports.
• CargoWise (C1) experience is a plus.
• Customs Brokerage experience is a plus.
• Excellent organizational skills.
• Excellent written and verbal skills
• Strong computer skills including Microsoft Office Suite.
• Detail oriented, able to multitask and meet deadlines.
• Self-motivated, able to work in a team and independently.

Additional:

The responsibilities associated with this job will change from time to time in accordance with the Company's business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.