Airfreight Import Manager
Job Summary
The Airfreight Forwarding Manager (Import Customer Service) will lead and manage a team to ensure efficient airfreight import operations. The role involves overseeing end-to-end import processes, meeting KPIs, and maintaining high service standards. You will act as the key escalation point for operational issues and drive process improvements.
Responsibilities
- Manage airfreight import operations team
- Monitor team KPIs, SLAs, and service quality
- Oversee end-to-end import documentation and billing
- Handle complex operational escalations
- Improve operational efficiency and processes
Required Skills
- Airfreight forwarding experience
- Strong leadership capabilities
- CargoWise system proficiency
- Customs compliance knowledge
- Stakeholder management
Job Details
Job Responsibilities:
- Lead and manage a team of customer service staff handling airfreight import operations
- Drive team performance to meet KPIs, SLAs and service standards, including monitoring productivity and service quality
- Oversee end-to-end air import processes in Singapore, including shipment documentation, coordination with carriers, customs compliance, billing and job closure
- Act as the key escalation point for complex customer service and operational issues
- Work closely with internal departments and external partners to ensure smooth and timely shipment execution
- Identify process gaps and implement improvements to enhance operational efficiency
- Support the development and implementation of import customer service policies and ensure compliance with internal procedures and regulatory requirements
Job Requirements:
- Proven experience in leading a customer service team within airfreight forwarding
- Strong expertise in end-to-end air import processes in Singapore
- Working knowledge of CargoWise system is required
- Strong leadership, communication and stakeholder management skills