LCL Import Customer Service Manager
ShipcoDescription As a subsidiary of Denmark-based Scan-Group, our history in shipping and logistics dates back to 1969. From Scan-Group, Shipco Transport was founded in 1988 and has organically grown into one of the world’s leading neutral NVOCCs. Headquartered in Chatham, New Jersey, Shipco Transport operates more than 75 offices in over 30 countries across 5 continents and employs over 2,200 people. Our company’s truly intermodal character, offering LCL & FCL Ocean and Air freight services, uniquely positions Shipco as a ‘one-stop’ provider of worldwide transportation solutions. (Website: www.shipco.com) Shipco Transport Inc., a leading international cargo transportation company, has an immediate opening at our LAX branch located in Long Beach, CA for an experienced LCL Import Customer Service Manager. The LCL Import Customer Service Manager is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of the company's LCL Import products and programs, as well as communicating effectively with team members within the customer service department and approved vendors. Key Responsibilities Lead and develop the Import Customer Service team, providing coaching, guidance, clear expectations, and ongoing performance feedback. Ensure group email accounts and customer inquiries are handled timely, professionally, and with a high level of accuracy and ownership. Continuously evaluate and improve Customer Service processes to increase productivity, efficiency, consistency, and overall service quality. Identify opportunities to streamline workflows, reduce unnecessary manual work, eliminate duplicate processes, and make better use of technology and automation. Elevate the service provided to overseas offices and agents through proactive communication, timely follow-up, strong ownership, and a better understanding of their operational and commercial needs. Support business growth by strengthening relationships with customers and overseas offices, identifying opportunities for additional business, and ensuring operational service supports commercial development. Monitor routing orders and agreed customer arrangements to ensure shipments and charges are handled according to established agreements. Troubleshoot and resolve escalated issues involving customers, overseas agents, own offices, vendors, and internal departments. Work closely with Operations and other departments to improve handoffs, clarify responsibilities, and develop efficient processes across the organization. Use operational data, service feedback, and recurring issues to identify improvement opportunities and implement corrective or preventive actions. Establish and maintain clear procedures, responsibilities, and service standards within the department. Coordinate departmental staffing and time off to maintain appropriate coverage and service levels. Support the Import Manager and Branch Manager with recruitment, onboarding, training, and development of team members. Ensure import shipments are processed in accordance with applicable U.S. laws, regulations, company policies, and compliance requirements. Encourage continuous improvement and resourceful thinking within the team, empowering employees to challenge inefficient processes and propose better solutions. Perform other duties and support strategic initiatives as assigned. Skills, Knowledge and Expertise A minimum of 5- 7 years of supervisory and/or combined operational experience in cargo consolidations is required. Knowledgeable in all aspects of daily operations, customer service, documentation, and government, carrier, hazardous, and security regulations. Must have an aptitude for commercial development. Prior experience in staff training, supervision and motivation. Excellent verbal and written communication skills, organizational skills and managerial skills. Detail-oriented and enjoy a fast-paced, multi-tasking, custome…