Logistics Customer Service Manager | Leading Regional Company

At INHAUS, we are partnering with a leading regional logistics company in the search for their next Logistics Customer Service Manager, a strategic leadership role with direct impact on customer experience, operational efficiency, and sustainable business growth.

We are looking for a leader with a holistic understanding of the supply chain, strong customer orientation, and the ability to bridge commercial strategy with operational execution, ensuring an exceptional customer experience throughout the entire service cycle.

Your Impact in This Role

You will be responsible for leading the company's Logistics Customer Experience strategy, ensuring high service levels, profitability, and customer loyalty while driving continuous improvement and digital transformation initiatives.

You will oversee teams across Customer Service, Procurement, Imports, Exports, and Logistics, acting as a strategic partner for both clients and internal stakeholders.

Key Challenges

• Design and implement the Customer Experience strategy and service model.

• Lead the S&OP process, aligning demand, operational capacity, and commercial commitments.

• Manage the end-to-end order cycle, ensuring compliance with SLAs and service standards.

• Monitor and optimize key performance indicators such as OTIF, NPS, CSAT, SLA compliance, and account profitability.

• Lead relationships with key accounts and manage high-impact escalations.

• Define logistics pricing strategies and commercial conditions.

• Drive digitalization, automation, and customer visibility initiatives.

• Ensure efficient onboarding processes and operational continuity.

• Develop, coach, and empower high-performing teams.

What We Are Looking For

• Bachelor’s degree in Logistics, International Trade, Industrial Engineering, Business Administration, or a related field.

• Experience leading Supply Chain, Logistics Customer Service, Freight Forwarding, 3PL, or International Trade operations.

• Proven experience managing teams and leading complex operations.

• Strong knowledge of S&OP processes, demand management, and operational planning.

• Experience managing customer service and customer experience metrics.

• Strong background in key account management and corporate client relationships.

• Knowledge of Incoterms, customs processes, and international logistics.

• Intermediate to advanced English proficiency.

• Advanced user of analytical and business management tools such as Excel, Power BI, SAP, or similar platforms.

We Are Looking for Someone Who Stands Out For

• Customer-centric mindset and strong business acumen.

• Leadership and influencing skills.

• Analytical thinking and sound decision-making.

• Proactivity and continuous improvement orientation.

• Excellent communication and stakeholder management skills.

• Ability to build, develop, and lead high-performing teams.

Are you passionate about delivering exceptional customer experiences, leading high-performing teams, and driving operational excellence?