Key Responsibilities:

Team Supervision: Assist in 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, assist in 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.

Requirements:

Min 3years of experience in air import end-to-end airfreight processes and customer service (A–Z)

Ability to lead a team and drive KPI performance

Hands-on experience with CargoWise systems

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.

Qualified or interested candidates, please submit your updated resume in MS format by using the Apply Now Button or email to irene.lee@cvistahr.com

Candidates are also encouraged to contact our office where our approachable Consultants will address any inquiries and advice you with relation to this job advertisement. Our dedicated HR Consultants will get in touch with shortlisted candidates for a confidential discussion

R23112063 | EA License 16C7883