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.
