Air Import Customer Manager
Job Summary
The Air Import Customer Service Manager supports the leadership of the Airfreight Customer Service team, ensuring smooth end-to-end import customer service operations. The role involves coordinating with internal departments and external partners to maintain seamless service delivery. The ideal candidate will have expertise in Air Import processes and experience with the CargoWise system.
Responsibilities
- Lead and coach the import customer service team.
- Monitor daily shipment documentation, billing, and customs compliance.
- Manage and resolve complex customer escalations.
- Drive process improvements and workflow efficiency.
- Coordinate across internal departments for seamless shipment execution.
Required Skills
- Supervisory experience in airfreight import.
- Proficiency in CargoWise system.
- Strong knowledge of customs documentation.
- Excellent problem-solving and communication skills.
Job Details
### Key Responsibilities
- Team Supervision: Assist in 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, assist in 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.
- Billing Support: Oversee the end-to-end billing support function within the department, including resolution of escalated enquiries, authorization of discrepancy corrections, and directing the preparation of credit notes and billing adjustments in compliance with financial control.
- 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.
### Working Hours
- 0900hrs-1730hrs (Mon-Fri), 0900hrs-1300 (Alt Sat)