Airfreight CS Team Manager
Job Summary
The Import Customer Service Manager supports the leadership of the Airfreight Customer Service team, ensuring smooth end-to-end import customer service operations. The role involves effective stakeholder management, coordinating with internal departments, customers, and external partners. It also focuses on process improvement and ensuring service standards are met.
Responsibilities
- Lead and coach the Airfreight Import CS team
- Monitor daily import activities and documentation
- Manage SLAs, KPIs, and process improvements
- Coordinate with internal and external stakeholders
Required Skills
- Supervisory experience in airfreight
- Knowledge of import documentation and customs
- Proficiency in Cargowise system
- Strong stakeholder management
Job Details
Working hours: Mon-Fri: 9:00am-5:30pm, Alternate Sat: 9:00am – 1:00pm
Responsibilities:
- Team Supervision: Leading, coaching, and supporting the Airfreight Import Customer Service team, ensuring staff manage end-to-end import processes efficiently.
- Operational Oversight: Monitor daily import activities, including shipment documentation, coordination with carriers, customs compliance, billing, and job closure. Ensure adherence to established processes and service standards.
- Process Support & Improvement: Identify operational bottlenecks, implementing process improvements, and support initiatives to enhance workflow efficiency.
- Performance Monitoring: Track team performance against SLAs and KPIs, provide feedback, and escalate issues to the Manager as needed.
- Customer Service Support: Handle complex import-related customer inquiries and serve as a point of escalation for service issues when required.
- Cross-Functional Collaboration: Coordinate with Airfreight Operations, Customs, and other departments to ensure smooth execution of import shipments.
- Policy & Procedure Compliance: Support the development and implementation of import customer service policies and ensure staff compliance with internal procedures and regulatory requirements.
Requirements:
- Supervisory experience in airfreight import customer service and billing.
- Strong understanding of airfreight import processes, documentation, and customs requirements.
- Previous hands-on experience using Cargowise system