Airfreight Customer Service Manager

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

About the job Airfreight Customer Service Manager

\"Unifying Purpose, Shaping Careers\" - We believe in a world where organizational strategies are brought to life; when everyone finds value in their work by aligning organizational purpose with people, where we inspire a meaningful and impactful future.

Our Client,a global logistics and supply chain management company that provides comprehensive solutions across various industries. Established in 2008, they havequickly positioned itself as a significant player in the logistics sector, offering customized services designed to meet the unique needs of its clients. The company is headquartered in Houston, Texas, USA, and operates in over 100 locations across more than 30 countries worldwide.

The Airfreight Customer Service Manager is responsible for leading and overseeing the Airfreight customer service department, ensuring smooth operations and top-notch service delivery. This role plays a key part in driving the company's goals for service and operational excellence.

The Challenges

• 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.

What It Takes

• 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.

All information will be kept in the strictest confidentiality.
Priority responses will be given to candidates who are shortlisted.