Assistant Customer Service Manager (Airfreight)

Responsibilities:

• Lead the Customer Service team for Airfreight
• Liaise with customers on the standard operating procedures
• Respond to customer's complaints and enquiries promptly and provide possible suggestions / solutions or assist with recovery actions where possible
• Monitors and work closely with team to achieve monthly GM targets, DQE KPI and AED failure
• Handle and prepare CPAR to Company's network and / or airlines
• Resolve inter-business units disputes
• Handle team escalation
• Coordinate with export operations to ensure accuracy in documentations and invoicing
• Work with cross-functional teams to ensure seamless support, high customer satisfaction, high productivity and efficiency
• Main back up and coordinating shipment arrangement for odd size, sensitive, high valuable cargo and adhoc projects
• Review P&L of product desk
• Collecting and analyzing quality of performance statistics
• Suggest improvements where required, through discussion with team and proposal to direct reporting manager prior to implementation.
• Joint sales visit to resolve operations issues when necessary

Requirements:

• Minimum Diploma or above
• Preferably 5 years experience in freight forwarding
• Possess excellent communication and interpersonal skills
• Proficient in MS Office
• DGR trained will be an advantage