Customer Service Manager – Air Freight – Lead a team of 10

About the role

We are looking for an experienced Customer Service Manager to lead a team of ten air freight professionals. In this role you will ensure flawless import and export operations, drive operational excellence, and act as the strategic link between operations, sales, and senior management.

Key responsibilities

• Lead, mentor and develop a high‑performing customer service team.
• Oversee daily air freight operations (export and import) to guarantee efficiency and error‑free execution.
• Serve as a trusted partner to key clients, maintaining strong long‑term relationships.
• Collaborate with Sales and Implementation teams for smooth client onboarding.
• Manage the tender process and prepare competitive contract proposals.
• Develop, implement and refine service policies, procedures and standards.
• Act as primary escalation point for complex queries, providing strategic solutions.
• Report operational performance, key metrics and improvement initiatives to senior management.

Required profile

• Bachelor’s degree in Aviation Management, Logistics Management, Supply Chain or related field.
• 8–10 years of customer service experience in freight forwarding, with at least 5 years managing teams of 5+.
• Deep knowledge of air freight import/export processes, documentation and regulatory compliance.
• Excellent interpersonal and communication skills, fluent in English and Cantonese (Mandarin a plus).
• Self‑motivated, proactive and results‑oriented.

Required skills

• Advanced proficiency in Microsoft Office, especially Excel (VLOOKUP, Pivot Tables, etc.).