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 elevate 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.