Airfreight Customer Service Manager (Freight Forwarding / MNC) - #1162962

Key Responsibilities:

• Team Supervision: Leading, coaching, and supporting the Airfreight Customer Service team, ensuring staff manage end-to-end processes efficiently.

• Operational Oversight: Monitor daily 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 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 shipments.

• Policy & Procedure Compliance: Support the development and implementation of customer service policies and ensure staff compliance with internal procedures and regulatory requirements.

Required Skills & Competencies:

• Supervisory experience in airfreight customer service and billing.

• Strong understanding of airfreight 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.

HOW TO APPLY:

Interested applicants, please click on “Apply Now” or submit your resume to ref••@trustrecruit.com.sg

We regret only shortlisted candidates will be notified.

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