Customer Service Manager - Maritime Logistics (NVOCC)

Customer Service Manager – Maritime Logistics (NVOCC)

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

Are you passionate about the maritime industry and ready to take on an exciting role? Join our global team at Wilhelmsen and help us shape the future of maritime operations!

In Wilhelmsen Port Services, we provide our customers with piece of mind while we handle their cargo, their vessels and their crew. We handle 75,000 port calls per year, which means that every 7 minutes, anywhere around the world, we send a ship safely out to sea again to fulfil its purpose. We match local expertise with strict global standards, making sure we consistently make our customers’ port calls as efficient and safe as possible.

The position:

We are looking for a Customer Service Manager – Maritime Logistics (NVOCC) to join our company.

The Customer Service Manager – Maritime Logistics (NVOCC) will report to Global Commercial Manager – ML.

The Customer Service Manager in the NVOCC/ ML plays a critical role in ensuring smooth cargo movement, customer satisfaction, and efficient coordination between various stakeholders.

What you will be doing:

Customer Support & Relationship Management

• Act as the primary point of contact for customers, handling inquiries, complaints, and escalations.
• Build strong relationships with key clients, freight forwarders, and agents to improve service levels.

Booking & Documentation Management

• Oversee cargo booking processes, ensuring accuracy and compliance with shipping regulations.
• Manage BL (Bill of Lading) issuance, amendments, and corrections in coordination with operations and documentation teams.
• Ensure timely submission of shipping instructions, invoices, and other required documents.

Coordination with Operations & Agents

• Work closely with port authorities, depots, and shipping lines for smooth cargo movement.
• Monitor container availability, allocations, and vessel space confirmations.

Tariff & Pricing Support

• Assist customers with freight rate inquiries and surcharges.
• Ensure accurate invoicing and resolution of any billing disputes with customers.
• Coordinate with the finance team for outstanding payments and credit control.

Compliance & Regulatory Adherence

• Ensure adherence to international shipping regulations, customs requirements, and trade compliance laws.
• Manage claims related to cargo damage, delays, or disputes in coordination with the legal and insurance teams.

Performance Monitoring & Reporting

• Track customer service performance metrics (e.g., response time, dispute resolution, customer satisfaction).
• Provide reports on customer feedback, market trends, and service issues to senior management.
• Implement process improvements to enhance customer experience and operational efficiency.

Team Leadership & Training

• Train and guide customer service representatives to enhance service quality.
• Develop SOPsfor handling customer queries and complaints.
• Ensure a proactive approach in problem resolution to maintain high service standards.

Required experience & Skills:

• 5 years of experience in similar position.
• Fluent communication skills.
• Excellent computer skills for Microsoft office.
• Strong knowledge of Internet functionalities.
• Strong negotiation skills.

Application

Sounds interesting? If you can see yourself in this role, please let us know why you are our new Customer Service Manager – Maritime Logistics (NVOCC/LINER).

You can apply online through our career portal by creating a ‘Candidate Home’ account. Here you can upload your resume and your motivational letter including your earliest start date.