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Customer & Stakeholder Management
Build and maintain a positive, efficient, and customer-focused environment within the Air Freight Department and the wider organization.
Serve as the primary point of contact for assigned customers, managing operational, commercial, financial, and service-related requirements from shipment initiation through to billing completion.
Take the lead in managing client relationships and ensuring customer expectations are consistently met.
Collaborate closely with internal and external stakeholders, including clients, overseas stations, Sales, Customer Service, Operations, Freight Planning, Warehouse, IT, Quality, Security, Vendors, and Finance, to ensure seamless service delivery.
Drive effective communication, timely follow-up, and prompt resolution of customer and operational issues.
Lead, coach, and develop the Customer Service team to support business growth and operational excellence.
Delegate responsibilities effectively while providing guidance and mentorship to team members.
Lead by example and cultivate a culture of accountability, continuous learning, and customer service excellence.
Ensure proficient use of CargoWise One for daily operations and documentation management.
Prepare and maintain SOPs, Work Instructions, Corrective Action Reports, 8D Reports, and other operational documentation to ensure process consistency and business continuity.
Ensure all shipment-related documents, including invoices, shipping documents, permits, and customer reports, are completed accurately, uploaded promptly, and maintained within CargoWise.
Coordinate closely with relevant stakeholders to ensure timely completion of billing, invoicing, customer payments, and inter-company settlements.
Monitor departmental KPIs and implement continuous improvement initiatives to enhance service quality and operational efficiency.
Focus on managing team performance, productivity, and service quality rather than performing day-to-day operational tasks.
Ensure the department consistently meets customer expectations, operational standards, and business objectives.
Act as the central coordination point between customers, Sales, and Air Freight Operations throughout the entire shipment lifecycle until completion of the billing process.
Ensure all customer requirements are fulfilled accurately, efficiently, and within agreed service levels.
Remain flexible and responsive to evolving customer needs and changes in business requirements.
Demonstrate strong leadership qualities and foster a positive, motivated, and collaborative work environment.
Excellent verbal and written communication skills, with the ability to communicate effectively with internal and external stakeholders while ensuring timely follow-up and closure of communications.
Strong stakeholder management skills with the ability to liaise effectively with Sales, Customer Service, Operations, and clients to ensure timely execution of tasks.
Well-organized with excellent attention to detail and good housekeeping practices.
Strong follow-up skills with a customer-focused mindset and key account management capabilities.
Excellent time management and prioritization skills to meet deadlines in a fast-paced environment.
Willing to go the extra mile, adaptable and proactive, with the flexibility to respond to changing customer and business requirements.
Proficient in Microsoft Office applications
A collaborative team player who actively supports colleagues and contributes to the overall success of the department.
HOW TO APPLY:
Interested applicants, please click on Apply Now or submit your resume to [Confidential Information]
We regret only shortlisted candidates will be notified.
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Trust Recruit Pte Ltd
EA License No: 19C9950
EA Personnel: Chong Kar Mun
EA Personnel Reg No: R2089894
Job ID: 151269199
