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Airfreight Service Manager Lead

2 weeks ago

Singapore Hatch Asia Full time
About the Role
As a key member of Hatch Asia, we are seeking an experienced Airfreight Customer Service Manager to lead and oversee our airfreight customer service department. The ideal candidate will have a proven track record in driving service and operational excellence.

The Challenges
Day-to-day management of the airfreight customer service team to ensure smooth operations is a top priority. Effective collaboration with other departments, particularly airfreight operations, is crucial to maintaining exceptional service standards. Ensuring seamless execution across the entire airfreight process, from job file creation to billing and closure, is essential. Monitoring compliance with established service level agreements (SLAs) and key performance indicators (KPIs) is also vital. As the primary point of contact for customer escalations, addressing any service issues promptly and professionally is critical. Handling complex customer inquiries and providing timely, accurate responses is also required. Developing, reviewing, and improving customer service policies and procedures to enhance operational efficiency is a key responsibility. Identifying and implementing process improvements to increase the effectiveness and efficiency of airfreight customer service workflows is also necessary. Leading and managing the airfreight customer service team, fostering a positive and productive work environment, is crucial.