Customer Service Manager - Air Freight (International Freight Forwarder)

Industry: International Freight Forwarder
Location: Huai Khwang, Bangkok
Working hours: Monday - Friday (9:00-18:00)

Key Responsibilities:
- Direct and oversee all daily operations of the Air Export & Import Customer Services team to achieve efficiency targets and strategic objectives.
- Drive process effectiveness to ensure all air freight shipments (both import and export) are executed efficiently and delivered on time.
- Monitor and manage the entire end-to-end Air Export and Air Import customer service process.
- Ensure accurate and timely data input and system adherence, including job creation, milestone updates, and Air Waybill (AWB) issuance.
- Coordinate and align closely with the Interim team (operation handling at the airport) to ensure smooth and correct execution of all operational procedures.
- Serve as the primary escalation point, swiftly resolving complex issues for both external customers and internal teams.
- Coach and mentor the Customer Service team on best practices for effective communication, particularly when interacting with overseas agents and carriers/partners (CAP).
- Monitor and review team adherence to Standard Operating Procedures (SOPs) and ensure consistent application across all functions.
- Proactively monitor shipment progress, ensuring customers are informed immediately of any potential delays, deviations, or related shipment issues.
- Maintain and distribute accurate and up-to-date performance and shipment status reports.
- Guarantee that all operational activities are fully compliant with company policy, customs regulations, and international air transport standards.

Qualifications:
- Bachelor's Degree in Business Administration, International Business, Logistics, or related fields.
- At least 5 years of experience in Freight Forwarding.
- Experience and strong knowledge in Air Freight.
- Familiarity with airline knowledge.
- Proficient in English, both writing and speaking.
- Good computer skills; Microsoft Office, Excel with basic formula - Reporting.
- Ability to lead as a team, open-minded, eager to learn, and maintain flexible hours when needed.

If you're interested in this opportunity, you're able to apply directly via this website or send your updated resume to my email as "supakorn@wkr.co.th"