Role OverviewWe are looking for an experienced Customer Service & Documentation Manager with a strong background in Scheduled Shipping, logistics, and process optimization. The role will lead the CSD team, ensure documentation accuracy and compliance, and drive process improvements to enhance efficiency and customer satisfaction.Key ResponsibilitiesLeadership & Team ManagementLead and mentor Customer Service & Documentation teams.Provide training and ensure alignment with company policies and industry standards.Foster a high-performance, service-oriented culture.Customer Service & DocumentationOversee end-to-end booking and documentation processes (Shipping Instructions, Bills of Lading, Manifests, Invoices, Delivery Orders, etc.).Ensure compliance with shipping regulations, customs procedures, and permitting requirements.Handle customer inquiries and complaints with professionalism and timeliness.Process Improvement & SystemsIdentify workflow gaps and implement process improvements.Drive digitalization and system enhancements to optimize efficiency.Collaborate with cross-functional teams (Sales, Accounting, Operations) to streamline documentation workflows.Reporting & MonitoringPrepare and deliver reports on key metrics, performance trends, and improvement opportunities.Provide management with timely insights for decision-making.RequirementsEducation: Bachelor’s degree in Business, Logistics, or related field.Experience: Minimum 5 years in customer service/documentation management within shipping or logistics.Skills:Strong knowledge of shipping and logistics processes.Excellent command of English & Thai (spoken and written).Proficiency in Microsoft Office; familiarity with shipping systems a plus.Strong organizational and time management skills.Attributes: Proactive, results-driven, team-oriented, with a strong customer focus and continuous improvement mindset.
