Airfreight Import Customer Service Manager - Forwarding MNC_JW (ID: 700440)
Join a dynamic team as an Import Customer Service Manager, where you'll lead operations and ensure exceptional service delivery for import processes. This role offers a unique opportunity to enhance workflows and foster collaboration across departments.
Responsibilities:
- Oversee the Airfreight Import Customer Service team, coaching staff and ensuring efficient management of end-to-end import processes.
- Monitor daily import activities such as shipment documentation, carrier coordination, customs compliance, and billing, ensuring adherence to established processes and service standards.
- Identify operational bottlenecks and implement process improvements to enhance workflow efficiency.
- Track team performance against SLAs and KPIs, providing feedback and escalating issues to management when necessary.
- Handle complex customer inquiries related to imports, serving as a point of escalation for service issues.
- Collaborate with Airfreight Operations, Customs, and other departments to ensure smooth execution of import shipments.
- Support the development and implementation of import customer service policies, ensuring compliance with internal procedures and regulatory requirements.
Requirements:
- Relevant educational background in logistics, supply chain management, or a related field.
- Proven supervisory experience in airfreight import customer service and billing.
- Strong understanding of airfreight import processes, documentation, and customs requirements.
- Competent problem-solving and decision-making skills to support operational improvements.
- Effective communication and interpersonal skills to manage team and customer interactions.
- Ability to motivate staff to maintain high service quality.
- Previous hands-on experience using the CargoWise system.
Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.
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