Discovering the Role of a Customers service Manager
27th February 2025
Today, we are sharing with you an interview with Yassine, Customers Service Manager at Logi Ports Shuttle and Nord Ports Shuttle.
Hello Yassine, thank you for taking the time for this interview. Can you introduce us to your job and your team’s role?
Welcome to the set. To sum up my team’s work, we are the first operational point of contact with the client once the business relationship is established.
We receive, analyze, and distribute our clients’ container movement requests in close collaboration with Damien’s team, which handles river transport management, and Anthony’s team, which is responsible for road transport for the first and last miles.
We wear two hats:
• Internally, we are the client’s voice within the other operational departments.
• Externally, we are the operations’ voice for the client.
Our goal is to strike the right balance between feasibility, customer satisfaction, and managing the daily challenges specific to our industry!
To ensure a high level of service and build a lasting business relationship, my team is committed to responding quickly to clients and handling requests transparently. Effective communication is key—even in the face of unexpected events, if the client feels reassured and has visibility, their satisfaction is guaranteed.
During our conversation, we can feel your strong customer relationship skills. What path led you to your current position?
After completing a business degree (Bachelor’s, Bac+3) followed by a Master’s in International Management, I spent several years working as a sector manager in the retail industry, then as a store director. For the past ten years, my approach has been firmly customer-oriented.
When I had the opportunity to join Sogestran Logistics to develop the customer service department, I jumped at the chance because I love stepping out of my comfort zone. I already had solid experience in customer relations but was less familiar with the transport sector. Thanks to my management’s support, I was able to develop my skills quickly. It has already been three years!
What do you enjoy about your job?
In logistics, operations move at a fast pace. You have to be constantly ready because things can go from 0 to 100 in an instant. Responsiveness is the key word, especially in an environment like ours, where we work closely with river and road operations. The days are intense and dynamic—there’s no room for boredom!
When I hear clients calling and specifically asking for a member of my team by name rather than just requesting customer service, I know we’ve built a real relationship of trust. That’s what human relations are all about: responsiveness, advice, and kindness.
Hanging up the phone knowing that I’ve turned a frustrated client into a satisfied one is incredibly rewarding.
As part of my job, I sometimes feel like a "stone in the shoe" for my colleagues Damien and Anthony because I represent the client’s voice. But we’ve created a healthy work environment based on communication and understanding each other’s challenges. This pushes us to challenge ourselves and each other.
What qualities do you look for in someone joining your team?
Customer relations are, above all, about interpersonal skills—far more than technical expertise. You have to genuinely enjoy interacting with clients, as we are their first point of contact.
It’s essential to take the time to understand operations, ask questions to colleagues or managers, and, most importantly, let your personality shine through. Human connection and intuition play a key role. The diversity of profiles within the team creates valuable complementarity.
And finally, one essential quality: the ability to stay calm under pressure, because the client always remains our top priority.
