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.
Customer Interaction: Maintain good relationships with existing clients and contribute to enhancing the overall customer experience through process improvement.
Service Quality Assurance: Supervise booking processes, cargo follow- up, shipment updates, customer complaints, and problem resolution.
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
Monitor outstanding receivables and support debt collection when required.
Ensure timely and accurate issuance of invoices in coordination with the Accounting team.
Verify and confirm service- related charges with relevant departments.
Monthly Closing & Revenue Control
Validate financial data and ensure alignment with accounting reports.
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.
Compliance & Regulations: Ensure all customer service activities comply with internal policies and relevant legal regulations (Customs, Logistics, Maritime, Air Cargo, etc.).
Issue Resolution: Serve as escalation point for critical customer issues or service failures.
Cost Control & KPI Management: Track CS- related costs, monitor service KPIs (response time, accuracy, customer satisfaction) and report to management.

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:
· Solid background in airfreight operations and customer service.
· 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.
· Strong spoken and written English communication skills.
Skills & Competencies:
· Willingness to travel frequently across Vietnam for business purposes.
· Excellent communication, negotiation, and presentation skills (both verbal and written).
· Strong leadership, coaching, and performance management abilities.
· High attention to detail and ability to work under pressure in a fast- paced environment.
· Proficiency in English; Chinese language skills are a strong advantage.
· Strong analytical thinking and strategic planning capabilities.
· In- depth knowledge of Vietnam’s logistics industry and market dynamics.

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Cập nhật gần nhất lúc: 2025-09-13 18:00:05