Customer Service Department Manager

Thailand Customer Service Department Manager

Position Overview

We are seeking a highly capable and hands-on Customer Service Department Manager based in Bangkok, Thailand. This role is responsible for overseeing end-to-end freight forwarding operations—with a strong focus on Less than Container Load (LCL) and Full Container Load (FCL) ocean freight—coaching the local operational team and maintaining smooth cross-border execution. The position acts as a vital liaison between local operations and global headquarters, ensuring operational efficiency, service quality, and compliance.

Responsibilities

End-to-End Operational Execution: Lead and manage full-cycle freight forwarding operations, including customer inquiry, quotation, space booking, operational execution, customs clearance, and destination billing/settlement.

LCL & FCL Management: Drive operational excellence across ocean freight consolidation (LCL) and full container load (FCL) import/export shipments, independently resolving operational exceptions, customs holds, or delays.

Team Leadership & Coaching: Manage, train, and mentor operation and sales support staff. Implement standard operating procedures (SOPs) and ensure strict adherence to team performance targets.

Vendor & Partner Relationship: Support management in maintaining local carrier, trucker, customs broker, and vendor relationships to secure reliable space, competitive rates, and operational support.

Cross-Border Coordination: Serve as the main operational point of contact to align daily operations, data reporting, and service standards between the Thailand branch and China headquarters.

Qualifications

Location: Must be permanently based in Bangkok, Thailand with full-time local working experience in the freight forwarding/logistics sector.

Industry Experience: Minimum 6+ years of hands-on experience in international freight forwarding, with strong expertise in ocean freight operations (LCL experience highly preferred).

Operational Capability: Complete mastery of the end-to-end shipment lifecycle (Quotation Booking Operations Customs Clearance Settlement).

Team Supervision: Demonstrated experience in managing small operational teams or coaching/mentoring junior staff.

Regulatory Knowledge: Sound understanding of local customs procedures, import/export regulations, tax compliance, and operational risk management in Thailand.

Language Skills: Business-fluent English; fluent Chinese communication preferred to facilitate HQ reporting.