Airfreight Customer Service Lead — Drive Service Excellence

Hatch Asia; Singapore; On-site; SGD 90,000 - 180,000; Full time

Job summary

Hatch Asia is seeking an Airfreight Customer Service Manager to lead the Airfreight CS department and ensure smooth operations and superior service.

You will collaborate with the Airfreight Operations team to ensure end-to-end execution from job creation to billing, while monitoring SLAs and KPIs. Candidates should have a minimum degree in business/logistics and 5 years of Air Freight experience.

Qualifications

• Minimum Bachelor Degree in Business Administration, Logistics or Supply Chain related discipline.
• 5 years of relevant experience in Air Freight operations for import and export.

Responsibilities

• Oversee the daily activities of the Airfreight Customer Service department to ensure smooth operations.
• Collaborate effectively with other departments, particularly the Airfreight Operations team, to maintain service and operational excellence. Ensure seamless job execution across the entire airfreight process, from job file creation and execution to billing and closure.
• Monitor compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
• Serve as the primary point of contact for customer escalations, addressing any service issues promptly and professionally.
• Handle complex customer inquiries, providing timely and accurate responses.
• Develop, review, and improve customer service policies and procedures to enhance operational efficiency.
• Identify and implement process improvements to increase the effectiveness and efficiency of Airfreight Customer Service workflows.
• Lead and manage the Airfreight Customer Service team, fostering a positive and productive work environment.

Skills

Air Freight operations experience

Team leadership

Process improvement

Education

Bachelor's Degree in Business Administration, Logistics or Supply Chain

Job description

Hatch Asia is seeking an Airfreight Customer Service Manager to lead the Airfreight CS department and ensure smooth operations and superior service.

You will collaborate with the Airfreight Operations team to ensure end-to-end execution from job creation to billing, while monitoring SLAs and KPIs. Candidates should have a minimum degree in business/logistics and 5 years of Air Freight experience.