Oversee the daily activities of the Airfreight Customer Service department to ensure smooth operations.
Collaborate effectively with other departments, particularly the Airfreight Operations team, to maintain service and operational excellence. Ensure seamless job execution across the entire airfreight process, from job file creation and execution to billing and closure.
Monitor compliance with established service level agreements (SLAs) and key performance indicators (KPIs).
Serve as the primary point of contact for customer escalations, addressing any service issues promptly and professionally.
Handle complex customer inquiries, providing timely and accurate responses.
Develop, review, and improve customer service policies and procedures to enhance operational efficiency.
Identify and implement process improvements to increase the effectiveness and efficiency of Airfreight ...