Air Freight Customer Service Team Lead

Job Responsibilities:

Team Leadership:

• Lead and oversee the customer service team, providing guidance, support, and mentorship to team members.
• Set clear goals and objectives for the team and monitor performance to ensure targets are met.

Vendor and Carrier Relationships:

• Maintain relationships with vendors, carriers, and freight forwarders to secure competitive freight solutions for customers.
• Negotiate rates and terms with carriers and agents to ensure cost-effective shipping options.

Customer Support:

• Support clients with any claims, payment issues, or pending shipments, providing timely and effective assistance.
• Provide end-to-end follow-up on the shipment lifecycle, ensuring smooth delivery and customer satisfaction.

Sales Support:

• Assist the sales team by providing support for client quotations and follow-on business awards.
• Coordinate with multiple stakeholders internally to ensure accurate and timely responses to client inquiries.

Pricing and RFQ Management:

• Request general pricing and review received pricing for sanity checks and completeness.
• Compile final pricing for RFQ documents and ensure quality checks are conducted.

KPIs and SLAs:

• Monitor key performance indicators (KPIs) and service level agreements (SLAs), reporting any deviations to the line manager and taking corrective actions as necessary.

Financial Management:

• Monitor profit and loss (P&L) for air freight jobs and oversee job invoicing processes.
• Freight Enquiries and Coordination.
• Handle freight enquiries, quotations, and coordination with both local and international clients to ensure smooth operations.

Job Requirements:

• Bachelor's degree in Logistics, Supply Chain Management, or a related field.
• Minimum of 8 years of experience in air freight operations, with demonstrated leadership experience.
• Strong understanding of air freight processes, regulations, and industry standards.
• Excellent communication and negotiation skills, with the ability to build and maintain relationships with stakeholders.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Detail-oriented with strong problem-solving abilities.
• Knowledge of pricing strategies and experience in RFQ management is preferred.
• Ability to adapt to changing priorities and navigate complex logistics challenges.