Airfreight Customer Service Manager

Our client is a dynamic and fast-growing freight forwarding company with deep expertise in airfreight services. Trusted by leading global semiconductor manufacturers, they are known for their reliable handling of complex export operations across the world.

They are currently seeking an experienced and energetic Airfreight Customer Service Manager to lead their air export and import service functions. This role offers a unique opportunity to shape a motivated team, drive operational excellence, and make a real impact in a fast-paced environment.

Responsibilities

• Manage the effectiveness and efficiency of all air export & import customer service processes
• Oversee the end-to-end airfreight shipment cycle to ensure timely and accurate operations
• Supervise day-to-day activities of the Air CS team to ensure service standards and performance targets are met
• Monitor shipment progress and proactively communicate with customers on delays, issues, or changes
• Handle escalations and provide timely resolutions to internal teams and external customers
• Guide the team on how to communicate effectively with overseas agents (CAP)
• Ensure accurate and timely input into the system (e.g., job creation, milestones, AWB issuance)
• Coordinate with interim operational teams at the airport to ensure seamless execution
• Promote continuous improvement by maintaining process consistency and encouraging team development

Requirements

• Bachelor’s degree in Business, International Business, Logistics, or a related field
• Minimum 5 years’ experience in freight forwarding, with a strong background in airfreight operations
• Good understanding of airline and airfreight processes
• Strong leadership and communication skills
• Proficient in English (spoken and written)
• Skilled in Microsoft Office, especially Excel (basic formulas and reporting)
• Flexible working hours and a proactive, open-minded attitude
• Willingness to learn and grow within a dynamic organisation