Airfreight Customer Service Manager
Job Summary
The Airfreight Customer Service Manager will lead and coach the import team to ensure efficient end-to-end shipment processes. The role involves monitoring operational performance, ensuring compliance with customs and service standards, and driving process improvements. You will also handle complex customer inquiries and collaborate across departments to optimize workflow.
Responsibilities
- Lead and coach import customer service team
- Monitor daily import operations and documentation
- Manage SLAs, KPIs, and process improvements
- Handle complex customer inquiries and escalations
- Ensure customs and internal policy compliance
Required Skills
- Supervisory experience in airfreight import
- Proficiency in Cargowise system
- Knowledge of customs requirements
- Problem-solving and communication skills
Job Details
Key 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.
Required Skills & Competencies:
- Supervisory experience in airfreight import customer service and billing.
- Strong understanding of airfreight import processes, documentation, and customs requirements.
- Good problem-solving and decision-making skills, with the ability to support operational improvements.
- Effective communication and interpersonal skills to manage team and customer interactions.
- Ability to motivate staff and ensure consistent service quality.
- Previous hands-on experience using Cargowise system.