Air Freight Customer Service & Operation

The Senior Executive - Air Freight Customer Service and Operations will play a pivotal role in managing and overseeing air freight operations from nomination receipt to final delivery. This position requires a detail-oriented and proactive professional committed to delivering exceptional service and ensuring efficient operations.

Key Responsibilities:

Operational Management:

Oversee the end-to-end process of air freight operations from nomination to cargo delivery.

Ensure compliance with regulatory requirements and company policies throughout the air freight process.

Collaborate with internal departments such as Customer Service, Documentation, and Operations to optimize efficiency.

Customer Service:

Maintain proactive and clear communication with customers regarding shipment status and updates.

Address and resolve customer inquiries, complaints, and claims in a timely and professional manner.

Foster strong relationships with key clients and stakeholders to ensure high levels of customer satisfaction.

Strategic Planning and Execution:

Develop and implement standard operating procedures for air freight services to improve operational efficiency.

Negotiate rates and contracts with air carriers to achieve favorable terms.

Conduct regular performance reviews and strategy meetings with the team to drive continuous improvement.

Problem Solving and Decision Making:

Identify and resolve operational issues related to cargo shortage, damage, or delays effectively.

Make informed decisions under pressure to maintain high standards of service delivery.

Analyze market trends and identify opportunities for business growth and innovation.

Qualifications:

Education and Experience:

A minimum of 5 years of experience in air freight forwarding or logistics.

Bachelor's degree in Business Administration, Logistics, or a related field is preferred.

Skills and Competencies:

Extensive knowledge of air cargo documentation, customs procedures, and regulatory requirements.

Strong communication, negotiation, and interpersonal skills.

Proven ability to manage multiple tasks and prioritize effectively.

Detail-oriented with strong problem-solving skills.

Proficiency in MS Office (Excel, Word, PowerPoint).

Preferred Attributes:

Professional Expertise:

Experience handling both import and export shipments.

Familiarity with EXIM schemes and relevant notifications.

Ability to work under pressure and meet tight deadlines.

Leadership and Team Management:

Strong leadership skills with the ability to motivate and guide a team.

Ability to foster a collaborative and positive work environment.Role & responsibilities