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 exe...