About this role
Job Location - AIA East Gateway, Bangna
Key Responsibilities
- Lead and manage the Air Freight Export Customer Service team, ensuring efficient and high-quality service delivery.
- Oversee the end-to-end Air Freight Export Customer Service process, from booking through shipment delivery.
- Ensure customer requirements are met and act as the escalation point for customer issues and operational challenges.
- Monitor and drive team performance against KPIs, productivity, service quality, and customer satisfaction.
- Manage and monitor P&L performance, including revenue, cost, profitability, and overall financial performance of the assigned business.
- Work closely with Sales, Operations, Pricing, Finance, and other stakeholders to achieve business and customer service objectives.
- Identify and implement process improvements to enhance operational efficiency, productivity, and customer experience.
- Ensure accurate and effective use of CargoWise (CW1) and compliance with company procedures, regulations, and service standards.
- Coach, develop, and manage team performance, including workload allocation, capability development, and succession planning.
- Support key customer management and participate in customer meetings/business reviews when required.
Qualifications
- Bachelor's Degree or higher in Logistics, Supply Chain, Business Administration, or a related field.
- Minimum 8 years of experience in Freight Forwarding, with strong experience in Air Freight Export Customer Service.
- Proven experience in team leadership and people management.
- Strong knowledge of Air Freight Export processes and customer service operations.
- Experience in P&L management, financial performance, and cost control.
- Strong customer service, communication, negotiation, and problem-solving skills.
- Strong analytical and business acumen, with the ability to monitor KPIs and drive performance.
- Good knowledge of CargoWise (CW1) preferred.
- Good command of English, both written and spoken.