Air Freight Customer Service & Operations Lead

Brightstar Logistics; Shah Alam; On-site; MYR 60,000 - 96,000; Full time

Job summary

Jora Malaysia is seeking an experienced Air Freight Manager to lead the Air Freight Customer Service team, manage key customer relationships, and ensure smooth and efficient service delivery. The ideal candidate will have strong air freight knowledge, leadership, and the ability to resolve customer and operational issues quickly in a fast-paced environment.

The role focuses on driving service quality, coordinating with multiple functions, and strengthening customer partnerships to support

Qualifications

• Diploma/Degree in Logistics, Supply Chain, Business Administration, or related field.
• Minimum 2 years of experience in Air Freight / Logistics, with supervisory or managerial experience.
• Experience in handling key customers, complaints, and service escalations.
• Effective team leadership and coordination skills.
• Good communication, negotiation, and problem-solving skills.
• Able to work in a fast-paced environment with a proactive approach.
• Customer-focused with strong commercial and business awareness.

Responsibilities

• Lead and manage the Air Freight Customer Service team to achieve service and performance targets.
• Oversee daily customer service activities and ensure timely responses and follow-ups.
• Handle escalated customer enquiries, complaints, and service issues.
• Coordinate with Operations, Warehouse, Back Office, Airlines to resolve issues promptly.
• Build and maintain strong relationships with key customers and understand their business requirements.
• Support customer retention, satisfaction, and business growth.
• Monitor team performance, productivity, and service quality.
• Develop and improve customer service SOPs, processes, and training programmes.
• Analyse customer feedback and recurring issues and implement corrective actions.
• Monitor shipment/service performance and ensure issues are resolved within the required timeframe.
• Ensure smooth onboarding of new customers and maintain continuous customer engagement.

Skills

Leadership

Communication

Negotiation

Problem-solving

Customer focus

Business awareness

Team coordination

Proactive approach

Education

Diploma/Degree in Logistics, Supply Chain, Business Administration, or related field

Job description

Jora Malaysia is seeking an experienced Air Freight Manager to lead the Air Freight Customer Service team, manage key customer relationships, and ensure smooth and efficient service delivery. The ideal candidate will have strong air freight knowledge, leadership, and the ability to resolve customer and operational issues quickly in a fast-paced environment.

The role focuses on driving service quality, coordinating with multiple functions, and strengthening customer partnerships to support