Airfreight Forwarding CS Manager (Import Export / Cargowise / Changi) HY86 - #1162475

Key Responsibilities:

• Team Supervision: 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, 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.

• 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.

HOW TO APPLY:

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