Air Customer Service Manager

Job Summary:

Responsible for leading and managing the Customer Service department in the international freight forwarding industry. Ensure high-quality service delivery, customer satisfaction, operational efficiency, and accuracy in billing, payment follow-ups, and monthly revenue closing.

Key Responsibilities:

• Team Management: Assign tasks, monitor team performance, and coach Customer Service staff to ensure productivity and service excellence.
• Service Quality Assurance: Supervise booking processes, cargo follow-up, shipment updates, customer complaints, and problem resolution.
• Customer Interaction: Maintain good relationships with existing clients and contribute to enhancing the overall customer experience through process improvement.
• Sales Support: Work closely with the Sales team to provide tailored service solutions, quotations, and post-sales support.
• Process Optimization: Coordinate with related departments (Sales, Operations, Documentation, Customs...) to improve workflow and efficiency.
• Billing & Payment Monitoring:
  • Verify and confirm service-related charges with relevant departments.
  • Ensure timely and accurate issuance of invoices in coordination with the Accounting team.
  • Monitor outstanding receivables and support debt collection when required.
• Monthly Closing & Revenue Control:
  • Consolidate and review revenue and cost per shipment.
  • Coordinate with Finance and Operations to close monthly P&L and ensure accuracy and deadlines are met.
  • Validate financial data and ensure alignment with accounting reports.
• Cost Control & KPI Management: Track CS-related costs, monitor service KPIs (response time, accuracy, customer satisfaction) and report to management.
• Issue Resolution: Serve as escalation point for critical customer issues or service failures.
• Compliance & Regulations: Ensure all customer service activities comply with internal policies and relevant legal regulations (Customs, Logistics, Maritime, Air Cargo, etc.).

Education

Bachelor’s Degree or Diploma in Business, Logistics, Supply Chain Management, or a related field.

Experience

At least 5 years of experience as a Customer Service Manager or Assistant Manager least 2 years in a sales team leadership role covering multiple regions.

Industry

Freight forwarding / Logistics

Experience & Qualifications:

·       At least 5 years of experience as a Customer Service Manager or Assistant Manager, preferably in a Top 20 Global Freight Forwarding company.

·       Proven track record of leading and managing a team of 10 or more staff members.

·       Solid background in airfreight operations and customer service.

·       Strong spoken and written English communication skills.

Skills & Competencies:

·       Strong leadership, coaching, and performance management abilities.

·       In-depth knowledge of Vietnam’s logistics industry and market dynamics.

·       Excellent communication, negotiation, and presentation skills (both verbal and written).

·       Strong analytical thinking and strategic planning capabilities.

·       Proficiency in English; Chinese language skills are a strong advantage.

·       Willingness to travel frequently across Vietnam for business purposes.

·       High attention to detail and ability to work under pressure in a fast-paced environment.

• Qualification: College
• Age: Unlimited
• Job type: Permanent