Head of Customer Service Department (Import and Export)

JOB DESCRIPTION — Head of Customer Service Department

About the Company

MSC Ukraine is a leading logistics and shipping company that provides comprehensive transportation solutions across the globe. Our mission is to deliver reliable and efficient services that connect businesses and communities, ensuring seamless movement of goods and fostering global trade. We are committed to innovation and excellence, leveraging advanced technology to optimize our operations and meet the evolving needs of our clients.

Position Title: Head of Department; Manager’s Job Title: Managing Director; Location: Odesa; Geographical Coverage: Ukraine; Department: Customer Service; No. of Direct Reports: 9

JOB PURPOSE

The Head of Customer Service for Import and Export is responsible for overseeing all customer support functions for the import and export divisions. This role involves managing and developing a customer-focused team to ensure a seamless, high-quality experience for clients navigating international trade processes. The role will provide strategic advice, expertise and professional partnership to the Managing Director, and recommend, support and deliver customer service strategies and contribute to commercial success and growth.

CORE RESPONSIBILITIES:

• Support the Agency’s Strategy with evolution and implementation of the MSC customer proposition through strong strategic relationship management with customers and suppliers.
• Develop and implement a strategic customer service framework for import and export, focused on customer satisfaction, loyalty, and retention
• Support the Managing director and leadership team with identification of data insights aiming to increase customer loyalty and satisfaction through implementation of strategies.
• Prepare regular executive reports communicating service performance, customer trends, and operational challenges. Leading as the subject matter expert with effective solutions.
• Lead, mentor, and support a team of customer service professionals to deliver exceptional service aligned with the company’s ambition, strategies, goals and success.
• Establish clear service standards and ensure consistent, high-quality service is delivered across all disciplines and customer-centricity is embedded.
• Set clear performance goals for the customer service team, conduct regular evaluations, and provide coaching to enhance team skills and knowledge.
• Collaborate and communicate with internal stakeholders to ensure seamless service delivery and manage any disruptions in the supply chain effectively.
• Mitigate risks associated with import/export activities and address customer concerns related to regulatory matters.
• Empower the team to contribute to company strategies by ensuring continuous improvements within workflows, systems, and tools to enhance response times and improve customer satisfaction metrics

LEADERSHIP COMPETENCY:

LEADING BUSINESS: CUSTOMER FOCUS — Demonstrate a commitment to understanding and meeting customer needs, providing exceptional service, and fostering strong customer relationships. PLANNING — Establish and drive growth strategy within customer service planning delivery of commercial targets

LEADING PEOPLE: ORGANIZE TEAMWORK — Effectively coordinate and lead team activities to ensure collaboration, efficiency, and achievement of goals; MANAGING PERFORMANCE — Set and communicate clear expectations with their team members, giving regular feedback to increase the quality of the performance

LEADING CHANGE: PERSONAL AGILITY — Demonstrates clear understanding of role and expected contribution in a changing environment, adapting to new organizational structures, procedures, and technology; PROMOTE CHANGE — Continuously promote change by explaining its purpose and outcome, setting consistent goals, and providing advice and support to enable others to succeed in a changing environment.

Qualifications, Skills and Experience required:

• Education: A master’s degree in business administration, International Trade, Logistics, or a related field.
• Experience: Minimum of 5 years of experience in a senior customer service role within the shipping or logistics industry. Minimum 3 years of Experience in managing and leading teams.
• In-depth knowledge of international trade regulations, customs procedures, and documentation requirements.
• Language: Fluency in Ukrainian and English.
• Proficiency in documentation management software and Microsoft Office Suite.
• Strong strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to lead and inspire a team, fostering a positive and productive work environment
• Strong analytical skills, with the ability to interpret data and make data-driven decisions
• Experience with customer service software and tools is a plus.

We Offer:

• Collaborate in a strong, engaged, and constantly evolving team
• Opportunities for global networking and career advancement in a leading international company.
• An inclusive and diverse work environment that encourages innovation and collaboration.
• Access to state-of-the-art technology and resources to support your role.
• Flexible working arrangements to promote work-life balance.

• Competitive compensation package

• Medical insurance program
• Training and professional development programs.

Application Process

To apply for the Head of Customer Service position at MSC Ukraine, please submit your resume and cover letter outlining your qualifications and experience. Successful candidates will be invited for an interview, where they will have the opportunity to demonstrate their skills and suitability for the role.

MSC Ukraine is committed to fostering a diverse and inclusive workplace. We encourage applications from all qualified individuals, regardless of background or experience.

Applications should be sent to [відгукнутися] .

Join MSC and contribute to our mission of delivering excellence in global logistics!