Team Leadership

• Lead and mentor the customer service team, offering guidance and support to ensure optimal performance.
• Cultivate a positive and collaborative work environment that fosters professional growth and development.

Customer Relationship Management

• Build and sustain strong relationships with key clients, ensuring their needs are met and expectations surpassed.
• Address customer inquiries and concerns promptly and effectively to maintain high satisfaction levels.

Operational Coordination

• Collaborate with sales and logistics teams to ensure smooth shipment processes and on-time service delivery.
• Monitor shipments and work closely with carriers to resolve any arising issues efficiently.

Process Improvement

• Identify opportunities for process enhancements and implement best practices to improve both customer service and operational efficiency.
• Analyze customer feedback and performance metrics to develop strategies aimed at enhancing service quality.

Training and Development

• Provide training and continuous support to team members on airfreight procedures, customer service excellence, and industry regulations.

Reporting and Analysis

• Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.
• Leverage data to inform decision-making and drive improvements in service delivery.

Shipping Route Management

• Negotiate with airlines and shipping lines across both sides of the trade lane, creating tailored products for air and sea transportation.
• Develop and nurture relationships with airlines, carriers, agents, and vendors to ensure smooth operations.
• Plan, develop, and implement local/national commercial trade lane strategies, ensuring alignment with overall commercial objectives and maximizing profitability across customer segments.
• Recommend optimal shipping routes based on customer needs to drive maximum profitability.

Profit & Cost Management

• Extensive experience in pricing strategies.
• Expand business with new and existing customers, focusing on a specific group of trade lanes. Ensure the completion of customer service business targets within the team.
• Prepare and manage budgets and financial reports for operations.
• Oversee the budget for expenses and costs at the station, ensuring control over expenditures and timely reimbursement of various costs within the station.

Requirements

• At least 5 years of experience in freight forwarding, with expertise in freight operations. Recent experience as a freight forwarder.
• In-depth understanding of freight regulations, tariffs, and shipping procedures for both air and ocean freight, with particular expertise in airfreight operations.
• Exceptional communication and interpersonal skills, capable of building strong relationships with clients and team members.
• Demonstrated leadership abilities and experience in team management.
• Skilled in using freight forwarding software, particularly Cargowise, as well as the Microsoft Office Suite.

Sun Luneng Ashley License No.: 02C3423 Personnel Registration No.: R1984277

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