Manager Transport Operations & Customer services

We are seeking a seasoned professional to lead our Customer Service/ Operations Department in the part load transport services sector. The ideal candidate will have 12–15 years of core experience in transport operations, with strong exposure to part load logistics and operations management. This leadership role requires a strategic thinker who can drive customer satisfaction, streamline service processes, and ensure operational excellence.

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Key Responsibilities

Customer Service Leadership

• Lead and manage the customer service team to deliver exceptional client support.

• Develop and implement customer service policies, standards, and procedures.

• Ensure timely resolution of customer queries, complaints, and escalations.

• Collaborate with operations and sales teams to align service delivery with business goals.

Part Load Transport Operations

• Oversee day-to-day transport operations including route planning, vehicle scheduling, and load optimization.

• Ensure efficient consolidation of part loads to maximize vehicle utilization and reduce costs.

• Coordinate with drivers, fleet managers, and warehouse teams for smooth dispatch and delivery.

• Monitor transit performance, turnaround times, and delivery accuracy for part load consignments.

• Implement tracking and tracing systems to provide customers with real-time shipment updates.

• Manage vendor relationships (fleet owners, transport partners) to ensure service reliability.

• Drive process improvements in loading/unloading, documentation, and POD (Proof of Delivery) management.

Reporting & MIS

• Prepare and submit daily, weekly, and monthly reports on customer service and transport operations.

• Generate and analyze MIS reports covering service levels, turnaround times, customer satisfaction scores, and complaint resolution.

• Present insights and recommendations to management for continuous improvement.

Service Level Agreements (SLAs)

• Define, implement, and monitor SLAs for each category of transport services.

• Ensure adherence to agreed timelines and quality standards for customer commitments.

• Track SLA compliance and initiate corrective actions where required.

People & Compliance

• Train, mentor, and motivate staff to achieve departmental objectives.

• Ensure compliance with company policies, transport regulations, and industry standards.

• Build strong client relationships to enhance retention and satisfaction.

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Required Qualifications & Experience

• Graduate/Postgraduate in Business, Logistics, 3PL, or a related field.

• 12–15 years of proven experience in transport operations, specifically part load services.

• Strong leadership and team management skills.

• Excellent communication and interpersonal abilities.

• Ability to handle high-pressure situations and resolve conflicts effectively.

• Proficiency in customer service tools, CRM systems, and transport management software.

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Desired Attributes

• Strategic mindset with operational rigor.

• Customer-centric approach with strong problem-solving skills.

• Ability to balance efficiency with empathy in client interactions.

• Strong organizational and analytical skills.

• It is a Full Time Sales / Business Development job for candidates with 6+ years of experience.