Airfreight Import Operations Manager
Job Summary
The Import Customer Service Manager leads the Airfreight Customer Service team to ensure efficient end-to-end import operations. This role focuses on supervising staff, managing shipment documentation and customs compliance, and optimizing workflow processes. Additionally, the manager handles complex customer escalations and ensures strict adherence to SLAs and KPIs.
Responsibilities
- Lead and coach import customer service team
- Oversee daily import documentation and customs compliance
- Monitor team performance against SLAs and KPIs
- Coordinate cross-functional operational workflows
Required Skills
- Supervisory experience in airfreight
- Expertise in airfreight import processes
- Proficiency in Cargowise system
- Strong knowledge of customs requirements
Job Details
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