Assistant Customer Service Manager (Airfreight)

Job Info:

• Working Days: Monday - Saturday (5.5 days/week)
• Working Hours: 9:00am - 5:45pm (weekdays), 9am - 1pm (Saturday)
• Location: East
• Salary: Basic up to $5,800 + AWS + Variable Bonus
• Company transport provided (Pick up at Sengkang/Tanah Merah/Ang Mo Kio/ Tampines/ Bedok)

Job Description:

• Lead the Customer Service team for Airfreight operations.
• Liaise with customers to establish, implement, and maintain Standard Operating Procedures (SOPs).
• Address customer enquiries and complaints promptly, offering solutions or initiating recovery actions where necessary.
• Monitor and guide the team to meet monthly Gross Margin (GM) targets, DQE KPIs, and avoid AED failures.
• Handle and prepare Corrective and Preventive Action Reports (CPARs) for internal stakeholders and airline partners.
• Resolve inter-departmental and inter-business unit disputes effectively.
• Manage team escalations with prompt and appropriate responses.
• Coordinate closely with export operations to ensure accuracy in documentation and invoicing.
• Collaborate with cross-functional teams to maintain seamless service delivery, ensuring high customer satisfaction and operational efficiency.
• Serve as the key backup for managing shipment arrangements involving oversized, sensitive, high-value cargo and ad-hoc projects.
• Review profit & loss performance of the Airfreight product desk.
• Possess strong knowledge of cargo commodities in line with IATA regulations.
• Gather and analyze quality performance statistics for continuous improvement.
• Suggest and implement operational enhancements through consultation with the team and direct reporting manager.
• Participate in joint sales visits to resolve operational concerns when required.
• Handle other ad-hoc tasks as assigned by the Manager.

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RK Recruitment Pte Ltd | EA License No.: 20C0280
Loh Kar Leong | EA Personnel No.: R23116015