Job Location - AIA East Gateway, Bangna

Key Responsibilities

• Lead and manage the Air Freight Export Customer Service team, ensuring efficient and high-quality service delivery.

• Oversee the end-to-end Air Freight Export Customer Service process, from booking through shipment delivery.

• Ensure customer requirements are met and act as the escalation point for customer issues and operational challenges.

• Monitor and drive team performance against KPIs, productivity, service quality, and customer satisfaction.

• Manage and monitor P&L performance, including revenue, cost, profitability, and overall financial performance of the assigned business.

• Work closely with Sales, Operations, Pricing, Finance, and other stakeholders to achieve business and customer service objectives.

• Identify and implement process improvements to enhance operational efficiency, productivity, and customer experience.

• Ensure accurate and effective use of CargoWise (CW1) and compliance with company procedures, regulations, and service standards.

• Coach, develop, and manage team performance, including workload allocation, capability development, and succession planning.

• Support key customer management and participate in customer meetings/business reviews when required.

Qualifications

• Bachelor's Degree or higher in Logistics, Supply Chain, Business Administration, or a related field.

• Minimum 8 years of experience in Freight Forwarding, with strong experience in Air Freight Export Customer Service.

• Proven experience in team leadership and people management.

• Strong knowledge of Air Freight Export processes and customer service operations.

• Experience in P&L management, financial performance, and cost control.

• Strong customer service, communication, negotiation, and problem-solving skills.

• Strong analytical and business acumen, with the ability to monitor KPIs and drive performance.

• Good knowledge of CargoWise (CW1) preferred.

• Good command of English, both written and spoken.