• Support the supervision and development of the Airfreight Import Customer Service team, ensuring efficient management of end-to-end import operations.
• Oversee daily airfreight import activities, including shipment documentation, carrier coordination, customs compliance, billing, and job closure, in line with established procedures and service standards.
• Assist in identifying operational gaps and contribute to process improvement initiatives to enhance efficiency and workflow effectiveness.
• Monitor team performance against defined SLAs and KPIs, provide constructive feedback, and escalate operational issues to the Manager when necessary.
• Manage complex customer inquiries related to airfreight imports and act as an escalation point for service-related issues.
• Collaborate closely with Airfreight Operations, Customs, and internal stakeholders to ensure seamless execution of import shipments.
• Support the implementation and enforcement of customer service policies, internal procedures, and regulatory compliance requirements.

Requirements

• Experience in airfreight import customer service or operational functions is preferred.
• Strong knowledge of airfreight import procedures, documentation, and customs regulations.
• Demonstrated problem-solving and decision-making abilities, with a focus on operational improvement.
• Excellent communication and interpersonal skills to effectively manage team members and customer relationships.
• To motivate and lead staff to maintain high service standards and consistent performance.
• Hands-on experience with the CargoWise system is an advantage.

We regret only shortlisted candidates will be contacted. All applications will be handled confidentially. By submitting your application, you agree to the collection, use, retention, and disclosure of your personal information to prospective employers.

EA License No: 20C0270

EA Personnel No: R22110981

EA Personnel Name: Law Mei Fong