Air Import Manager (Customer Service)

We are seeking a candidate with knowledge of the CargoWise system, strong expertise in Air Import end-to-end process, and the ability to supervise staff across all stages of the import customer service process.

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 incompliance 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.

Other Info

Working Hours: 0900hrs-1730hrs(Mon-Fri), 0900hrs-1300 (Alt Sat)