Summary

The Import Customer Service Manager supports the leadershipof the Airfreight Customer Service team, ensuring smooth end-to-end importcustomer service operations. The role also involves effective stakeholdermanagement, coordinating with internal departments, customers, and externalpartners to ensure seamless service delivery. We are seeking a candidate withknowledge of the CargoWise system, strong expertise in Import Workflows,and the ability to supervise staff across all stages of the import process.

Key Responsibilities:

Team Supervision: Leading, coaching, and supporting the Airfreight Import Customer Service team, ensuring staff manage end-to-end import processes efficiently.
Operational Oversight: Monitor daily import activities, including shipment documentation, coordination with carriers, customs compliance, billing, and job closure. Ensure adherence to established processes and service standards.
Process Support & Improvement: Identify operational bottlenecks, implementing process improvements, and support initiatives to enhance workflow efficiency.
Performance Monitoring: Track team performance against SLAs and KPIs, provide feedback, and escalate issues to the Manager as needed.
Customer Service Support: Handle complex import-related customer inquiries and serve as a point of escalation for service issues when required.
Cross-Functional Collaboration: Coordinate with Airfreight Operations, Customs, and other departments to ensure smooth execution of import shipments.
Policy & Procedure Compliance: Support the development and implementation of import customer service policies and ensure staff compliance with internal procedures and regulatory requirements.

Required Skills & Competencies:

Supervisory experience in airfreight import customer service and billing.
Strong understanding of airfreight import processes, documentation, and customs requirements.
Good problem-solving and decision-making skills, with the ability to support operational improvements.
Effective communication and interpersonal skills to manage team and customer interactions.
Ability to motivate staff and ensure consistent service quality.
Previous hands-on experience using Cargowise system.

Import Airfreight Forwarding Manager / Assistant Manager (MNC / CargoWise / East) AL70