The Commercial Manager is responsible for managing and enhancing the customer service experience for both domestic and overseas clients within a freight and terminal dock environment. The role requires a strong focus on building and maintaining client relationships, resolving customer issues efficiently, and ensuring high levels of customer satisfaction. The ideal candidate will possess excellent communication skills, industry knowledge, and the ability to engage effectively with clients and stakeholders.
Responsibilities:
- Maintain and develop strong relationships with clients to ensure ongoing satisfaction and business partnerships.
- Provide outstanding customer service, with a focus on efficient and effective resolution of customer issues and complaints.
- Act as the primary point of contact for clients, managing relationships and coordinating with all relevant parties (e.g., operations, sales, logistics).
- Proactively enhance the customer experience by delivering excellent service outcomes and exceeding customer expectations.
- Assist the Customer Service Manager with process reviews and improvements to optimize service delivery.
- Oversee and enhance key performance indicators (KPIs) related to customer service to ensure client satisfaction targets are consistently met.
Requirements:
- Excellent communication skills in English (both written and verbal).
- Strong knowledge of shipping and terminal operations.
- Proven experience in the port and terminal business or logistics industry.
- Ability to play golf and possess a nuanced understanding of both Thai and Western cultures.
- Ability to provide appropriate entertainment for clients during internal and external working hours.
