Senior Manager- Customer Service (Air Export & Import Operations)

Job description

**Job Purpose** The Senior Manager Customer Service (Air Export & Import) leads customer support, account management, and exception handling for global air cargo operations. This role bridges client services with airport gateway execution—overseeing cross-border air export consolidation, express courier flows, air import customs clearance, and airport cargo terminal (CTO) handovers. The ideal candidate will drive customer satisfaction (CSAT/NPS), streamline air freight tracking workflows, manage airline/handling agent escalations, and ensure strict compliance with IATA regulations, temperature-control standards, and customs clearance timelines. **Key Responsibilities** **1. Air Export Customer Operations & Account Management** - **Air Export Execution:** Oversee customer service workflows for outbound air freight, including House Air Waybill (HAWB) / Master Air Waybill (MAWB) generation, booking confirmations, flight uplift monitoring, and export customs filing. - **Customer Communication:** Serve as the senior point of contact for enterprise clients, freight forwarders, and key accounts, providing proactive flight status, uplift delays, and offload alerts. - **Specialized Cargo Service:** Ensure custom SLA handling for specialized air commodities (e.g., Pharma cold-chain $+2^\\circ\\text{C}$ to $+8^\\circ\\text{C}$, Dangerous Goods/DG, high-value electronics, and live/perishable shipments). **2. Air Import Customer Support & Gateway Operations** - **Import Clearance & Handovers:** Lead customer service for incoming air cargo, managing Arrival Notices (NOA), Delivery Orders (DO), bond transfers, and airport Cargo Terminal Operator (CTO) breakdowns. - **Customs Hold Resolution:** Partner directly with customs brokers, regulatory authorities, and import clearance desks to resolve customs holds, duty disputes, and physical inspection delays. - **Import Last-Mile Coordination:** Oversee the transition of cleared air import shipments from airport gateways to bonded warehouses or final-mile airport-to-door delivery. **3. Airline & Cargo Terminal Operator (CTO) Coordination** - **Carrier Collaboration:** Liaise with major commercial airlines and freighter operators to manage capacity allocations, transit delays, and space protection during peak export/import seasons. - **Demurrage & Storage Control:** Oversee exception desks to minimize airport terminal storage charges, demurrage fees, and airline penalty costs resulting from documentation or clearance delays. **4. Team Leadership & Process Optimization** - **Team Management:** Lead, mentor, and scale a 24/7 multi-shift customer service desk covering outbound air export and inbound air import operational desks. - **Automation & Visibility:** Leverage Transportation Management Systems (TMS), CargoWise, and airline EDI tracking integrations to automate milestone updates (e.g., Cargo Received/RCS, Departed/DEP, Arrived/ARR, Delivered/DLV). - **Root Cause Analysis (RCA):** Conduct RCAs for air freight offloads, damaged cargo claims, or delayed clearances, establishing CAPA plans to prevent recurrence. **Technical & Functional Skills** - **Air Freight Systems:** Proficiency in logistics platforms such as CargoWise, Descartes, CHAMP Cargosystems, SAP, or Salesforce CRM. - **Regulatory & Cargo Knowledge:** Deep working knowledge of IATA air cargo standards, ULD (Unit Load Device) capacity planning, Incoterms 2020, HAWB/MAWB rules, and customs clearance procedures. - **Crisis Management:** Proven capability to handle air transit disruptions, flight cancellations, and peak-season airport congestion. **Key Performance Indicators (KPIs) for the Role** - **Customer Satisfaction (CSAT/NPS):** $\\ge 85\\%$ across all key air export/import accounts. - **Flight Uplift Compliance:** On-time flight departure/uplift rates as scheduled on MAWBs. - **Import Clearance SLA:** Clearance and DO issuance within defined target hours of airport flight arrival. - **First Contact Resolution (FCR):** $\\ge 80\\%$ on air tracking and documentation queries. - **Terminal Storage Minimization:** Zero avoidable storage/demurrage expenses at airport cargo terminals. **APPENDIX** **Required Qualifications & Experience** - **Education:** Bachelor’s degree in Supply Chain Management, Logistics, Aviation Management, or International Business. - **Experience:** - **8+ years** of progressive experience in **air freight operations** (Air Export & Air Import) within a Freight Forwarder, Express Integrator, or Airline Cargo Division. - **3+ years** in a senior supervisory or managerial role leading air freight customer service or control-tower operations. - **Certifications (Preferred):** - IATA Dangerous Goods Regulations (DGR) Certification. - GDP (Good Distribution Practice) certification for pharmaceutical air cold-chain.