Customer Service Team Lead (Remote)

Our client a freight forwarding company established in China with more than 10 years in the market. They specialize in e-commerce and traditional freight.

The ideal candidate will have a strong background in freight forwarding and exceptional customer service skills. This role involves managing customer relationships, ensuring the timely and efficient handling of airfreight shipments, and collaborating with various departments to enhance operational effectiveness.

Responsibilities:

•      Procure the most effective option based on rates, transit time, customers’ requirements, etc. 

•      Develop unique solutions to achieve maximum efficiency (e.g. transshipments, etc.). 

•      Act as Control Tower for the region.

•      Oversee and mentor the airfreight customer service team, providing guidance and support to ensure high performance.

•      Foster a positive work environment that encourages collaboration and professional growth.

•      Develop and maintain strong relationships with key clients, ensuring their needs are met and expectations exceeded.

•      Address customer inquiries and issues promptly and effectively, ensuring high levels of satisfaction.

•      Collaborate with operations, sales, and logistics teams to ensure seamless shipment processes and timely delivery of services.

•      Monitor airfreight shipments and coordinate with carriers to resolve any issues that may arise.

•      Identify opportunities for process improvements and implement best practices to enhance customer service and operational efficiency.

•      Analyze customer feedback and performance metrics to develop strategies for service enhancement.

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

•      Prepare regular reports on team performance, customer satisfaction, and operational metrics for senior management.

•      Utilize data to drive decision-making and improve service delivery.

Requirements:

•      Bachelor’s degree in Logistics, Business Administration, or a related field preferred.

•      Minimum of 5 years of experience in airfreight customer service or freight forwarding.

•      Strong knowledge of airfreight regulations, tariffs, and shipping procedures.

•      Excellent communication and interpersonal skills, with the ability to build rapport with clients and team members.

•      Proven leadership and team management experience.

•      Proficient in freight forwarding software (specifically Cargowise) and Microsoft Office Suite.

•      Ability to thrive in a fast-paced, dynamic environment. 

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We regret to inform only shortlisted candidates will be notified.

Merries Employment LLP

EA Licence No: 14C7362

Posting Personnel: Kong Fong Ting

EA Personnel Registration No: R1987853