Customer Service Manager Airfreight
Job Summary
The Customer Service Manager (Airfreight Export) will lead the customer service team to manage client relationships and operational processes. The role involves coordinating with stakeholders, overseeing billing documentation, and driving service excellence through process improvements. The incumbent will ensure smooth shipment execution from order initiation to delivery while coaching staff for consistent performance.
Responsibilities
- Manage client relationships and main point of contact
- Lead, coach, and develop the Customer Service team
- Oversee billing, invoicing, and shipment documentation
- Monitor KPIs and drive operational process improvements
Required Skills
- Supervisory experience in airfreight
- CargoWise system proficiency
- Strong communication and leadership skills
- Knowledge of airfreight documentation and customs
Job Details
Job Duties:
1) Manage relationships with existing clients and serve as the main point of contact for all operational, commercial, finance, and service-related matters.
2) Coordinate with internal and external stakeholders to ensure smooth operations and timely issue resolution.
3) Lead, coach, and develop the Customer Service team while delegating tasks effectively.
4) Ensure high-quality customer service and maintain strong communication with clients and internal teams.
5) Prepare and maintain SOPs, work instructions, reports, and operational documentation.
6) Oversee billing, invoicing, payment follow-ups, and ensure accurate documentation in CargoWise.
7) Monitor departmental KPIs, drive process improvements, and ensure operational excellence.
8) Ensure shipments are managed from order initiation through to successful delivery and billing completion.
9) Adapt to changing business needs and support continuous improvement initiatives.
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.