Air Freight Service Excellence Manager (L17628)
- Full time
- Singapore, Singapore View on Map
- posted 10 hours ago
- Posted: October 6, 2025 -Accepting applications
Job Detail
Job Description
Key Responsibilities
- Serve as the primary liaison for key customers, addressing operational escalations and driving improvements to maintain service quality and performance.
- Conduct regular business reviews (weekly, monthly, quarterly) with customers, including preparation and presentation of performance reports.
- Support the rollout of operational and IT-related projects and initiatives with customers.
- Drive continuous improvement initiatives using structured methodologies and internal tools to enhance service value and efficiency.
- Monitor and analyze performance data to identify improvement opportunities and ensure compliance with customer-specific SOPs, KPIs, and service agreements.
- Provide coaching and support to relevant internal teams to ensure adherence to customer operational processes and specifications.
- Maintain strong communication and coordination with internal teams, external partners, and service providers to meet customer expectations.
- Manage and resolve service issues proactively, ensuring corrective and preventive actions are implemented effectively.
- Build and maintain long-term, trust-based relationships with assigned customer stakeholders.
- Coordinate and oversee customer-related operational processes, including period-end activities.
- Evaluate new customer reporting requirements and establish supporting work instructions and documentation.
Qualifications and Skills
- Diploma or Degree with 3–5 years of experience in air freight operations, logistics, or customer service management.
- Strong communication, presentation, and stakeholder management skills.
- Analytical mindset with the ability to interpret data and identify process enhancements.
- Self-motivated, proactive, and able to work independently with strong problem-solving abilities.
- Demonstrated commitment to operational excellence and continuous improvement.
