Import Customer Service Manager
Job Summary
The Import Customer Service Manager will lead and coach the Airfreight Import team to ensure efficient end-to-end import processes. The role involves overseeing daily operations, monitoring performance against SLAs and KPIs, and collaborating with cross-functional departments. Additionally, the manager will support process improvements and handle complex customer inquiries to maintain high service standards.
Responsibilities
- Lead and supervise Airfreight Import CS team
- Oversee import operations, documentation, and customs compliance
- Monitor team performance against SLAs and KPIs
- Manage complex customer escalations
- Drive process improvements and workflow efficiency
Required Skills
- Supervisory experience in airfreight import
- Proficiency in Cargowise system
- Knowledge of customs requirements
- Strong problem-solving and communication skills
- Ability to manage billing and documentation processes
Job Details
Job Duties:
1) Team Supervision: Leading, coaching, and supporting the Airfreight Import Customer Service team, ensuring staff manage end-to-end import processes efficiently.
2) 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.
3) Process Support & Improvement: Identify operational bottlenecks, implementing process improvements, and support initiatives to enhance workflow efficiency.
4) Performance Monitoring: Track team performance against SLAs and KPIs, provide feedback, and escalate issues to the Manager as needed.
5) Customer Service Support: Handle complex import-related customer inquiries and serve as a point of escalation for service issues when required.
6) Cross-Functional Collaboration: Coordinate with Airfreight Operations, Customs, and other departments to ensure smooth execution of import shipments.
7) Policy & Procedure Compliance: Support the development and implementation of import customer service policies and ensure staff compliance with internal procedures and regulatory requirements.
Requirement:
• 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.