Air Export Senior Manager (Customer Service)

JOB STANDARDS FOR AFD EXPORT SENIOR MANAGER/MANAGER/ASST MANAGER

Skills and Personal Attributes

• Natural leadership attributes; able to provide a positive and motivated spirit to the work environment
• Strong communication skills verbally and via email. Exercise verbal and written communications, ensuring acknowledgements are obtained to close the communication chain. Good command of English is a bonus
• Strong in liaising with Sales, Customer Service and Client in order to carry out his/her responsibilities in a timely manner
• Very good housekeeping and organized in his/her work
• Strong follow ups; essentially having Key Account management skills
• Strong time management to manage his/her work; ie prioritizing and planning of work effectively to meet deadlines
• Able to go the extra mile in order to complete your daily work; ie able to work Overtime where required
• High adaptability and dynamism to be ready for changes in your scope of work to suit the changing needs of the customer
• Microsoft skills competent and Cargowise One competent
• Strong team player to support your colleagues to complete the work of the entire department

Description of Work

·      Build and create a highly positive, efficient and consistent environment within AFD and therefore the NX Organization

·      Front face all existing clients and directly manage all client expectations and requirements; ie. sales, finance, commercial or operational related requirements. Therefore, working with all responsible stakeholders to obtain& follow up is mandatory

o  This role would require the Senior Manager/Manager/Asst Manager to take the lead to front all existing clients

o  Stakeholders include direct Clients, Inter-NX Station, Sales, Customer Service, Quality, Security, IT, Vendors, Warehouse, Freight Planners & Operations

o  Therefore, possessing strong & positive (both verbal and email) communications skills is mandatory; along with the right aptitude to push and follow up on your tasks at hand  

·      Able to train and develop your staff to form and build up the department to cater to the increasing business expansion of the organization

o  Therefore, strong delegation skills/know-how is a must

o  Lead by example to go the extra mile to support your staff’s learning to understand the quality requirements of the business at hand 

·      Competent in the use of cargowise one system

·      Highly competent in writing SOPs / Work Instructions / Corrective Action Reports to ensure business stability is well maintained (until the billing cycle is closed).

o  Thus, Billing/Invoicing/Client Payments/Inter-company Payment requirements are to be carefully followed through consistently with all relevant stakeholders

o  Reports and all documents are managed, done, completed and uploaded into Cargowise within the department. This includes creation and amendments of documents such as invoices, shipping documents, permit declaration, corrective action reports, 8Dreports and all relevant reports pertaining to the customers’ requirements

·      Conduct regular KPI reviews to ensure continuous improvement of the department.

This role strictly prohibits the Senior Manager/Manager/Asst Manager to perform daily tasks of his/her staff. The time must be spent on consistently ensuring the quality and productivity of the department is maintained and improved

·      Customer Service is the single point of contact between Customer, Air Freight Operations and Sales in managing all operational and commercial aspects from the start to completion of the shipment (until billing cycle is completed). The definition of completion of a shipment is defined as a shipment meeting all customers’ requirements

·      Be ready for dynamic changes to the Customer Services’ scope of work

Other Information

Working Location: 40 Alps Avenue Singapore 498781

Working Hours: 0900hrs-1730hrs(Mon-Fri), 0900hrs-1300 (Alt Sat)