Freights & Customs Brokers International Limited, based in Auckland, is a well-established freight forwarding and customs brokerage company providing reliable international and domestic logistics solutions. We are currently seeking a motivated and customer-focused Customer Service Manger to join our team and support our freight and logistics operations.

This role involves managing customer enquiries, coordinating freight bookings, and ensuring excellent service delivery for our clients.

The successful applicant will undertake duties

  • Developing and reviewing policies, programs, and procedures relating to customer service and the goods and services provided by the business.

  • Ensuring operational efficiency in the handling of customer enquiries, freight bookings, shipment tracking, and service delivery.

  • Providing direction, guidance, and feedback to customer service team members and assisting with staff recruitment where required.

  • Managing, motivating, and developing staff responsible for customer service functions within the organisation.

  • Planning and implementing after-sales service processes to monitor customer satisfaction, ensure the performance of services provided, and identify opportunities to improve service delivery.

  • Liaising with other organisational units including logistics, customs clearance, operations, and transport teams to ensure effective coordination of freight services.

  • Liaising with service agents, freight carriers, and customers to identify and respond to customer expectations and service requirements.

  • Responding to and resolving customer enquiries and complaints related to freight forwarding, customs processes, and delivery schedules.

  • Monitoring service performance and implementing improvements to maintain high levels of customer satisfaction.

  • Maintaining accurate customer records and ensuring efficient communication with clients regarding shipment status and logistics services.

  • Strong communication skills

Skills and Experience Required

Applicants must have one of the following:

  • Relevant work experience of two years; Or;

  • A relevant qualification 

The ideal candidate will also demonstrate:

  • Strong leadership and team coordination skills

  • Excellent communication and relationship management abilities

  • Good organisational and problem-solving skills

  • Knowledge of freight forwarding, customs processes, or logistics operations (preferred)

  • Ability to work effectively in a fast-paced operational environment

Salary range is $28.00- $35.00 depending on experience.

Interested applicants should submit their CV and a cover letter outlining their relevant experience.

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