Multinational Organization
Basic Salary + AWS + VB
Able to commit 5.5 working days (Alternate Saturdays)
Working Location: Alps Avenue
Shuttle bus departures from Tampines or Tanah Merah (Mon to Fri)

The import Customer Service Assistant Manager supports the leadership of the Airfreight Customer Service team, ensuring smooth end-to-end import operations. The ideal candidate requires strong knowledge of import workflows and the ability to supervise staff handling all stages of the import process, from shipment receipt to delivery and billing.

Key Responsibilities:

• Team Supervision: Assist in 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, assist in 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.

Job Requirements:

• Supervisory experience in airfreight import customer service or operations.

• 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 is preferred.

We regret that only shortlisted candidates will be notified. Other applications will be updated to our database for future job opportunities.

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Airfreight Forwarding Manager - Customer Service (Import) - KT