Head of Sales and Customer Service

We are looking for a Head of Sales and Customer Service Manager to lead our country-wide Sales and CS operations. The ideal candidate will drive sales growth, improve service delivery, and develop high-performing teams. The role requires strong leadership, strategic planning capabilities, and proven experience in managing sales performance, customer satisfaction programs, budgets, and cross-functional collaboration. Candidates should be able to translate strategy into action, steer KPIs effectively, and ensure top-tier client experience across all touchpoints.

CLOSING DATE: JANUARY 2ND 2026

PURPOSE Head of Sales and Customer Service

The Ideal candidate will be responsible for leading and developing the country’s Sales and Customer Service function to drive revenue growth, increase market share, and deliver exceptional customer satisfaction. The role oversees sales strategy, performance management, KPIs, budgeting, and process improvement while ensuring alignment with the group’s business strategy. The position also acts as the final escalation point for all Sales and CS matters and provides strategic input to key business decisions.

KEY RESPONSIBILITIES

• Supports Managing Director and management team as the “key advocate” of customer interests.
• Ensure that customer complaints are captured and closed according to customer satisfaction in the shortest time possible.
• Receive orders from customer, record order in system and get customer confirmation.
• Manage customer communication by coordinating pick-up/delivery with customer.
• Pro-actively inform customers about exceptions and deviations from planned shipment process.
• Handle customer inquiries on transit times, customs regulations, rates, documents and declarations, and any other inquiries from customers pertaining to the transportation of goods by the company.
• Is sensitive to emerging customer and market requirements and passes them on in the organization.
• Develops sustainable relationship with key corporate customers and attend meetings with customers.
• Create external reports for customers i.e., volumes shipped, on-time performance, financial or management reports
• Plays a key role between customers and Operations in ensuring smooth customer-related process flow and increasing customer retention
• Leads, motivates and supervises the Sales and CS organization to achieve high performance and service quality
• Identifies customer needs and works on improving customer satisfaction
• Is sensitive to emerging customer and market requirements and passes them on in the organization
• Identifies training needs and opportunities to develop and retain a highly skilled Sales and CS team
• Maintains good relationship with overseas working partners to ensure customer excellence and communicates improvement opportunities to management. Head of Sales and Customer Service
• Develops sustainable relationship with key corporate customers
• Drives execution of sales and CS strategy/ programs on country level and performs required analyses.
• Drives achievement of Sales and CS targets and KPIs
• Monitors subcontractor/supplier performance and suggests improvement steps
• Manages and escalated Sales and Customer Service-related issues
• Prioritizes and manages the allocation of appropriate resources
• Builds rapport and trust with customers by being knowledgeable about their business and the market
• Assesses the nature and extent of customer needs and close deals by providing desired solutions using industry knowledge
• Proactively informs customer of delivery status, exceptions and provides updates on incident resolution
• Provides spot quotes and closes contracts
• Up and cross-sells to existing customers
• Supports customer retention by conducting joint visits with operations, finance and organizing workshops where customers are invited to share information on updated regulations, products, etc.
• Uses networks within the various sales channels in the market to collaborate with customers, marketing strategies and provides a full supply chain of services to meet customer needs.
• Prioritizes and manages the allocation of appropriate resources and retaining.
• Participates in reviews with other Managers and Team Leaders to identify areas of improvement, reviewing KPIs and enhancing overall service quality.
• Run compliance checks, initiate credit check and credit application.
• Leads, motivates, and supervises the Sales organization to achieve high performance and service quality.
• Identifies training needs and opportunities to develop and retain a highly skilled commercial team.
• Drives performance improvement of team to achieve KPIs
• Participate in internal meetings and phone conferences.
• Conduct management tasks to do with Cost center controlling, management/team management, Planning, and forecasting.
• Handle internal inquiries from other internal functions and stations
• Participate in other activities like Trainings etc.

ESSENTIALS SKILLS AND QUALIFICATIONS

• A degree-level education in the field is essential, and an MBA would be advantageous.
• Proven track record in a senior Sales and other customer facing role with experience in servicing key customers
• Excellent knowledge of freight forwarding business (Airfreight/Ocean freight) and business systems
• Excellent understanding of forwarding customer needs
• Deep process know-how
• Proven leadership, motivation and people skills
• Analytical and organizational leadership skills
• Strategic thinking and project management skills
• Self-directed, high energy and proactive working style
• Excellent communication and presentation skills
• Fluent in English communication (verbal/written)
• Bilingual (verbal/written) Head of Sales and Customer Service