Air Freight Manager

Brightstar Logistics; Shah Alam; On-site; MYR 89,000 - 156,000; Full time

Job summary

Brightstar Logistics is seeking an experienced Air Freight Manager to lead the Air Freight Customer Service team, nurture key customer relationships, and ensure smooth service delivery across operations.

The ideal candidate will have strong air freight knowledge, proven leadership, and the ability to resolve customer and operational issues promptly while driving service improvements and growth.

Qualifications

• Diploma/Degree in Logistics, Supply Chain, Business Administration, or related field.
• Experience in Air Freight / Logistics with supervisory or managerial responsibilities.
• Strong leadership and coordination skills.
• Excellent communication, negotiation and problem-solving abilities.
• Ability to work in a fast-paced environment and proactively address issues.
• Customer-focused with strong commercial and business awareness.

Responsibilities

• Lead 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

Team leadership

Communication

Negotiation

Problem solving

Proactive approach

Customer focus

Business awareness

Education

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

Job description

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Job Summary
We are looking for an experienced Air Freight Manager to lead our Air Freight Customer Service team, manage key customer relationships, and ensure smooth and efficient service delivery. The ideal candidate should have strong air freight knowledge, leadership skills, and the ability to handle customer and operational issues effectively.

Key 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.

Requirements

• Diploma/Degree in Logistics, Supply Chain, Business Administration, or related field.
• Minimum 2 years of experience in Air Freight / Logistics, with relevant 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 and demonstrate a proactive approach.
• Customer-focused with strong commercial and business awareness.