Assistant Customer Service Manager (Logistic)

RK Recruitment Pte. Ltd.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading logistics company seeks an Assistant Customer Service Manager to oversee their Airfreight operations. The ideal candidate will possess at least 5 years of freight forwarding experience, lead a customer service team, and ensure operational efficiency. You will liaise with customers and manage service delivery for high-value shipments, continuously improving performance metrics.

Qualifications

• Min. 5 years experience in freight forwarding.
• Strong knowledge of cargo commodities and IATA regulations preferred.
• DGR trained candidates will have an advantage.

Responsibilities

• Lead the Customer Service team for Airfreight operations.
• Establish and maintain Standard Operating Procedures (SOPs).
• Address customer enquiries and monitor service quality.

Skills

Team Leadership

Customer Relations

Problem Solving

Communication

Operational Efficiency

Education

Dangerous Goods Regulations (DGR) training

5 years of experience in freight forwarding

Job description

Benefits Summary:

• Assistant Customer Service Manager (Logistic)

• Permanent role

• Basic up to $ 6,000 +AWS +VB

• Monday to Friday, Office hours/ Saturday Half day

• Location: Changi

Responsibilities:

• Lead the Customer Service team for Airfreight operations.

• Liaise with customers to establish, implement, and maintain Standard Operating Procedures (SOPs).

• Address customer enquiries and complaints promptly, offering solutions or initiating recovery actions where necessary.

• Monitor and guide the team to meet monthly Gross Margin (GM) targets, DQE KPIs, and avoid AED failures.

• Handle and prepare Corrective and Preventive Action Reports (CPARs) for internal stakeholders and airline partners.

• Resolve inter-departmental and inter-business unit disputes effectively.

• Manage team escalations with prompt and appropriate responses.

• Coordinate closely with export operations to ensure accuracy in documentation and invoicing.

• Collaborate with cross-functional teams to maintain seamless service delivery, ensuring high customer satisfaction and operational efficiency.

• Serve as the key backup for managing shipment arrangements involving oversized, sensitive, high-value cargo and ad-hoc projects.

• Review profit & loss performance of the Airfreight product desk.

• Possess strong knowledge of cargo commodities in line with IATA regulations.

• Gather and analyze quality performance statistics for continuous improvement.

• Suggest and implement operational enhancements through consultation with the team and direct reporting manager.

• Participate in joint sales visits to resolve operational concerns when required.

• Handle other ad-hoc tasks as assigned by the Manager.

• Ensure team compliance with the company’s Code of Conduct and internal policies.

• Promote and ensure alignment with the company’s core values in daily operations and interactions.

• Oversee team performance, including providing regular coaching, mentoring, and corrective feedback as needed.

• Collaborate with the HR Division to plan and manage team development initiatives.

• Ensure all team members have updated Job Descriptions by coordinating with HR.

• Effectively communicate any departmental or procedural changes to the team in a timely and clear manner.

Additional Information:

• Dangerous Goods Regulations (DGR) trained will be an advantage

• Preferably with minimum 5 years of experience in freight forwarding

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We wish you all the best in your career search.

You are welcome to visit our website at http://www.rkgroup.sg/

RK Recruitment Pte Ltd | EA License No.: 20C0280

TEH CHEE HONG | EA Personnel No.: R24121499