IMPORT CUSTOMER SERVICE MANAGER (AIRFREIGHT)

Basic salary: up to $7000

Working timing: Mon - Fri: 9am - 530pm, Alt Sat: 9am - 1pm

Location: Alps Avenue (Transport Provided)

Benefits: Annual Leave / AWS / Variable Bonus / Allowances

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

2) 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.

3) Process Support & Improvement: Identify operational bottlenecks, implementing process improvements, and support initiatives to enhance workflow efficiency.

4) Performance Monitoring: Track team performance against SLAs and KPIs, provide feedback, and escalate issues to the Manager as needed.

5) Customer Service Support: Handle complex import-related customer inquiries and serve as a point of escalation for service issues when required.

6) Cross-Functional Collaboration: Coordinate with Airfreight Operations, Customs, and other departments to ensure smooth execution of import shipments.

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