Customer service manager

Job description

Key Responsibilities:

 Lead and supervise the customer service team handling air freight (both export and import).

Ensure timely and accurate processing of customer bookings, documentation, and shipment tracking.

Act as the primary point of contact for key clients, managing service expectations and resolving issues promptly.

Coordinate closely with operations, customs brokerage, sales, and overseas agents to ensure smooth shipment handling.

Maintain up-to-date knowledge of air freight regulations, carrier procedures, and customs requirements.

Monitor KPIs and service levels, implementing process improvements to enhance efficiency and customer satisfaction.

Handle escalations, customer complaints, and service failures in a professional and timely manner.

Ensure compliance with all relevant legal, regulatory, and company standards (IATA, TSA, etc.).

Assist in the development of customer service policies, SOPs, and reporting tools.

 Requirements:
experience in freight forwarding with a focus on air export/import.

Proven team leadership or managerial experience in a customer service setting.

Strong knowledge of air freight procedures, airline interactions, and documentation (AWB, HAWB, MAWB, etc.).

Familiarity with customs clearance processes and international trade compliance.

Excellent communication, organizational, and problem-solving skills.

Proficiency in logistics software (e.g., Cargowise, SAP, or similar TMS).

Ability to work under pressure and meet deadlines in a fast-paced environment.

Strong attention to detail and customer-oriented mindset.