Assistant Customer Service Manager (Logistic)

Benefits Summary:

• Assistant Customer Service Manager (Logistic)
• Permanent role
• Basic up to $ 6,000 +AWS +VB
• Monday to Friday, Office hours/ Saturday Half day
• Location: Changi

Responsibilities:

• Lead the Customer Service team for Airfreight operations.
• Liaise with customers to establish, implement, and maintain Standard Operating Procedures (SOPs).
• Address customer enquiries and complaints promptly, offering solutions or initiating recovery actions where necessary.
• Monitor and guide the team to meet monthly Gross Margin (GM) targets, DQE KPIs, and avoid AED failures.
• Handle and prepare Corrective and Preventive Action Reports (CPARs) for internal stakeholders and airline partners.
• Resolve inter-departmental and inter-business unit disputes effectively.
• Manage team escalations with prompt and appropriate responses.
• Coordinate closely with export operations to ensure accuracy in documentation and invoicing.
• Collaborate with cross-functional teams to maintain seamless service delivery, ensuring high customer satisfaction and operational efficiency.
• Serve as the key backup for managing shipment arrangements involving oversized, sensitive, high-value cargo and ad-hoc projects.
• Review profit & loss performance of the Airfreight product desk.
• Possess strong knowledge of cargo commodities in line with IATA regulations.
• Gather and analyze quality performance statistics for continuous improvement.
• Suggest and implement operational enhancements through consultation with the team and direct reporting manager.
• Participate in joint sales visits to resolve operational concerns when required.
• Handle other ad-hoc tasks as assigned by the Manager.
• Ensure team compliance with the company’s Code of Conduct and internal policies.
• Promote and ensure alignment with the company’s core values in daily operations and interactions.
• Oversee team performance, including providing regular coaching, mentoring, and corrective feedback as needed.
• Collaborate with the HR Division to plan and manage team development initiatives.
• Ensure all team members have updated Job Descriptions by coordinating with HR.
• Effectively communicate any departmental or procedural changes to the team in a timely and clear manner.

Additional Information:

• Dangerous Goods Regulations (DGR) trained will be an advantage
• Preferably with minimum 5 years of experience in freight forwarding

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We wish you all the best in your career search.

You are welcome to visit our website at http://www.rkgroup.sg/

TEH CHEE HONG | EA Personnel No.: R24121499