• Leading/supporting Customer Service team, ensuring staff manage import processes efficiently.
• Monitoring activities such as shipping documents; coordinating with carriers, customs compliance, and billing.
• Implementing process improvements and supporting initiatives to enhance workflow efficiency.
• Tracking team performance (SLAs & KPIs), providing feedback, and escalating issues to the Manager.
• Handling complex import-related customer inquiries and serving as a point of escalation for service issues.
• Coordinating with departments to ensure smooth execution of import shipments.
• Supporting the development of import customer service policies and ensuring staff compliance with procedures.

Qualifications:

• Possess supervisory experience in airfreight, understand import process, document and customs requirements.