Our client a freight forwarding company established in China with 11 strong years of market presence. They specialize in e-commerce and traditional freight, handling about 15,000 tons of airfreight per month.
The ideal candidate will possess a strong background in freight forwarding and a passion for delivering exceptional customer service. This role involves managing customer inquiries, coordinating airfreight shipments, and ensuring timely and accurate communication with clients and internal teams.
Responsibilities:
- Procure the most effective option based on rates, transit time, customers’ requirements, etc.
- Develop unique solutions to achieve maximum efficiency (e.g. transshipments, etc.).
- Act as Control Tower for the region.
- Oversee and mentor the airfreight customer service team, providing guidance and support to ensure high performance.
- Foster a positive work environment that encourages collaboration and professional growth.
- Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.
- Address customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.
- Collaborate with operations, sales, and logistics teams to ensure seamless shipment processes and timely delivery of services.
- Monitor airfreight shipments and coordinate with carriers to resolve any issues that may arise.
- Identify opportunities for process improvements and implement best practices to enhance customer service and operational efficiency.
- Analyze customer feedback and performance metrics to develop strategies for service enhancement.
- Provide training and ongoing support to team members on airfreight procedures, customer service excellence, and industry regulations.
- Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.
- Utilize data to drive decision-making and improve service delivery.
Requirements:
- Bachelor’s degree in Logistics, Business Administration, or a related field preferred.
- Minimum of 5 years of experience in airfreight customer service or freight forwarding.
- Strong knowledge of airfreight regulations, tariffs, and shipping procedures.
- Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.
- Proven leadership and team management experience.
- Private and Confidential
- Proficient in freight forwarding software (specifically Cargowise) and Microsoft Office Suite.
- Ability to thrive in a fast-paced, dynamic environment.
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We regret to inform only shortlisted candidates will be notified.
Merries Employment LLP
EA Licence No: 14C7362
Posting Personnel: Kong Fong Ting
EA Personnel Registration No: R1987853
