Airfreight Customer Service Manager

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.