Support the supervision and development of the Airfreight Import Customer Service team, ensuring efficient management of end-to-end import operations.
Oversee daily airfreight import activities, including shipment documentation, carrier coordination, customs compliance, billing, and job closure, in line with established procedures and service standards.
Assist in identifying operational gaps and contribute to process improvement initiatives to enhance efficiency and workflow effectiveness.
Monitor team performance against defined SLAs and KPIs, provide constructive feedback, and escalate operational issues to the Manager when necessary.
Manage complex customer inquiries related to airfreight imports and act as an escalation point for service-related issues.
Collaborate closely with Airfreight Operations, Customs, and internal stakeholders to ensure seamless execution of import shipments.