Air Freight Service Excellence Manager

2 weeks ago


Singapore DIRECT SEARCH ASIA PTE. LTD. Full time

Key Responsibilities Serve as the primary liaison for key customers, addressing operational escalations and driving improvements to maintain service quality and performance. Conduct regular business reviews (weekly, monthly, quarterly) with customers, including preparation and presentation of performance reports. Support the rollout of operational and IT-related projects and initiatives with customers. Drive continuous improvement initiatives using structured methodologies and internal tools to enhance service value and efficiency. Monitor and analyze performance data to identify improvement opportunities and ensure compliance with customer-specific SOPs, KPIs, and service agreements. Provide coaching and support to relevant internal teams to ensure adherence to customer operational processes and specifications. Maintain strong communication and coordination with internal teams, external partners, and service providers to meet customer expectations. Manage and resolve service issues proactively, ensuring corrective and preventive actions are implemented effectively. Build and maintain long-term, trust-based relationships with assigned customer stakeholders. Coordinate and oversee customer-related operational processes, including period-end activities. Evaluate new customer reporting requirements and establish supporting work instructions and documentation. Qualifications and Skills Diploma or Degree with 3–5 years of experience in air freight operations, logistics, or customer service management. Strong communication, presentation, and stakeholder management skills. Analytical mindset with the ability to interpret data and identify process enhancements. Self-motivated, proactive, and able to work independently with strong problem-solving abilities. Demonstrated commitment to operational excellence and continuous improvement. #J-18808-Ljbffr



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