Deputy Manager - Air Freight

C.H. Robinson Europe BV; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

C.H. Robinson is seeking a Deputy Manager - Air Freight to join our team in Mumbai. You will manage end-to-end shipment lifecycle for assigned accounts, ensuring adherence to SOPs and standards, while delivering consistent customer experiences.

You will drive operational excellence, maintain data integrity, and coordinate issue resolution. This role blends strong operational expertise with proactive communication to support business objectives.

Qualifications

• Bachelor’s degree from an accredited college or university.
• Minimum 6 years of relevant experience in Air Freight Operations within International Forwarding industry.
• Advanced proficiency in Microsoft Office Suite of programs.
• Fluent in English (written and verbal).

Responsibilities

• Maintain Operational Excellence for themselves and coach the team around Operational standards.
• Execute/Coordinate shipments and mentor others on SOP requirements.
• Ensure data integrity within shipments for all team customers.
• Act as a team lead supporting the team supervisor.
• Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers.
• Lead by example in customer outreach, retention and expansion.
• Work cross-functionally with account management to propose process improvements.

Skills

Air Freight Operations

Logistics coordination

Data integrity

Customer service

Team leadership

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

C.H. Robinson is seeking a Deputy Manager - Air Freight to join our team. In this role, you will play a key role in delivering consistent and high-quality customer experience by managing the end-to-end shipment lifecycle for assigned accounts and ensuring adherence to customer SOPs and operational standards.

You will drive operational excellence, maintain data integrity, and ensure compliance with processes while acting as a key point of coordination for issue resolution and day-to-day execution.

This role offers an opportunity to combine strong operational expertise, proactive communication, and collaboration to deliver reliable outcomes that support customer needs and business objectives.

Responsibilities:

The duties and responsibilities of this position consist of, but are not limited to, the following:

Maintain Operational Excellence:

Maintain Operational Excellence for themselves and coach the team around Operational standards

Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally

Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.

Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.

Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead

Act as a team lead supporting the team supervisor

Serve as the team’s first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction

Coach and train others on pricing strategies

Facilitate Relationships:

Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers

Develop & coach team members and assist with new employee onboarding

Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed

Promote a positive working relationship for all team members

Act as a key customer contact and subject matter expert

Lead by example when it comes to customer outreach, retention, and expansion

Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives

Work effectively in a team environment and collaborate cross-functionally, building relationships with account management by proposing process improvement and/or consultative leads

Monitor customer shipments trends and its impact to our processes and operation

Other Activities:

Support and/or Create new team efficiencies and processes

Participate in customer visits, assist in evaluating the account

Ensure customer SOPs are maintained and adhered to

Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue

Provide support to Sales Executives and Account Managers for customer reporting

Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

Bachelor’s degree from an accredited college or university

Minimum 6 years of relevant experience in Air Freight Operations within International Forwarding industry

Advanced proficiency in Microsoft Office Suite of programs

Fluent in English (written and verbal)

Preferred Qualifications:

Basic understanding of Quality Management (ISO 9001)

Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)

Excellent communication and customer service skills

Proactive, ambitious, hardworking, analytical mindset

Positive leadership skills and presence within the team (positive attitude, team player, flexibility)

Strong prioritization and multi-tasking skills

Ability to directly and decisively resolve problems

Refined written and oral communication skills

High level of flexibility as priorities and needs change daily in our business

Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term

High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges

Values a diverse and inclusive work environment

Your Health, Wealth, and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

Covid-19 related coverage and reimbursement

Employee State Insurance Corporation (ESIC)

Group Term Life (GTL) Insurance Plan for employees

Employee Stock Purchase Plan (ESPP)

Variable Pay based on position

Paid Privilege, Casual and Sick Leaves

Paid Maternity & Paternity Leaves

Paid Compassionate Leaves

Paid Public Holidays

Paid time off to vote

Reward & Recognition Program

Special Mobility Assistance

Employee Wellness Initiatives

Plus a broad range of career development, networking, and team-building opportunities

C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.