Website:
allcargogati.com
Job details:
Company Description Allcargo Logistics is one of India’s leading express logistics and supply chain management companies, delivering end-to-end solutions supported by advanced digital tools and technology. With over three decades of experience, the company serves retail, MSME, and enterprise customers through surface and air express services and consultative logistics. Its nationwide network covers 100% of India’s PIN codes, helping businesses scale with speed, reliability, and confidence. As part of the Allcargo Group, Allcargo Logistics offers integrated capabilities across international supply chain, CFS-ICD operations, and logistics parks to create a connected logistics ecosystem. The organization follows a digital-first and ESG-focused approach, using modern ERP platforms, digital payment solutions, and automation to support sustainable, future-ready operations.
Role Description This is a full-time, on-site Zonal Customer Service Manager role based in Gurugram. The Zonal Customer Service Manager will oversee customer service operations for the assigned zone, ensuring high-quality service delivery across branches and customer touchpoints. Responsibilities include managing and mentoring customer service teams, monitoring service performance metrics, and driving timely resolution of customer queries, escalations, and complaints. The role involves close collaboration with operations, sales, and key accounts teams to align service levels with customer expectations and contractual commitments. The manager will also analyze customer feedback, identify process gaps, implement service improvement initiatives, and support the rollout of digital tools to enhance customer experience. Regular reporting on service KPIs, training frontline teams on service standards, and maintaining compliance with company policies and safety norms are core parts of the day-to-day work.
Qualifications
- Proven experience in customer service management or key account servicing, preferably within logistics, transportation, supply chain, or related service industries.
- Strong leadership skills with the ability to manage, coach, and motivate zonal or multi-location teams toward defined service targets.
- Demonstrated capability in handling escalations, conflict resolution, and relationship management with diverse customer groups, including enterprise and MSME clients.
- Analytical and problem-solving skills to interpret service performance data, identify root causes, and implement corrective and preventive actions.
- Comfort with digital tools and platforms, including CRM systems, ERP/operations systems, and standard office applications; openness to adopting new technology and digital workflows.
- Excellent communication and interpersonal skills, with proficiency in clear written and verbal communication in English; knowledge of additional regional languages is an advantage.
- Ability to work on-site, travel within the assigned zone as required, and coordinate with cross-functional teams in a fast-paced, time-sensitive environment.
- Bachelor’s degree in Business, Logistics, Supply Chain Management, or a related field; a postgraduate qualification
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