Airfreight Import CS Manager
Job Summary
The Import Customer Service Manager oversees the airfreight customer service team to ensure efficient end-to-end import operations. This role focuses on team leadership, process optimization, and maintaining high service standards for import shipments. The manager serves as a key escalation point for complex inquiries while collaborating across departments to ensure seamless delivery.
Responsibilities
- Lead and coach airfreight customer service team
- Oversee import operations, documentation, and billing
- Monitor SLA and KPI performance
- Manage complex customer escalations
- Improve operational processes and workflow
Required Skills
- Supervisory experience in airfreight import
- Proficiency in Cargowise system
- Knowledge of customs requirements
- Strong documentation and billing skills
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.