Assistant Customer Service Manager (Logistic/Freight Services)

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

Please submit your updated resume by using the APPLY NOW BUTTON

By submitting your personal data and/or resume to us in connection with your job application, you will be deemed to have agreed and consented to us in collecting, using, retaining, and disclosing your personal data and/or resume to prospective employers for the purpose of the evaluating, processing and administration by company relating to this job application.

We wish you all the best in your career search.

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

Soh Hui Xian | EA Personnel No.:R25140827