Deputy Manager - AFR Import Operations

ABOUT AIR FREIGHT OPERATIONS

The Air Freight Operations team plays a pivotal role in managing the import and export of goods by air. Their primary objective is to create and maintain efficient processes, guaranteeing the seamless movement of goods by collaborating with Airline partners, Procurement and Capacity management, network offices, vendors, and customs brokers, ultimately contributing to profitability.

JOB SUMMARY

As an integral part of the Air Freight Operations team, the role involves advancing import operational activities in alignment with the organization’s overarching goal. The focus is on delivering an exceptional customer experience, fostering collaboration with network offices, working on CW1 tool, and maximizing profitability through rigorous adherence to regulatory compliance.

KEY RESPONSIBILITIES

Operational Excellence

• Enhance operational processes to foster consistent volume growth.
• Spearhead the implementation of new initiatives for maximizing operational efficiency.
• Collaborate closely with network offices to ensure optimal capacity procurement and utilization.
• Manage Delivery Order issuance and oversee Shipment Execution, including accurate invoicing, cost booking, claims handling, and customer complaint resolution with an intensely customer-centric approach.
• Implement CW1 Best Practices, including milestone updating and utilization of CW1 tools.
• Implement and monitor key performance indicators (KPIs) to measure operational performance and drive improvements.
• Manage and update your shipments via CW1 search grids and tasks.
• Efficiently address Inter-Company Issues and customer disputes to contribute to a healthy P & L result.
• Taking complete responsibility for independently managing customer accounts, guided by both supervisor and manager, following the 'one file, one operator' approach.
• Be Proactive and Ensure Timestamp for Completeness & Timeliness
• Manage Complaints, Claims, Compliments - be responsive and available.
• Drive the implementation of sustainable environmental practices within the air freight operations, contributing to corporate social responsibility goals.

Stakeholder Management

• Oversee end to end process for a specific set of customers from booking to delivery.
• Cultivate and manage customer relationships, addressing grievances and ensuring overall billing quality and timeliness.
• Oversee relationships with multiple carriers, vendors, customs brokers, and network partners.

Customer and Network Support

• Register complaints related to all export shipments.
• Execute and support day-to-day export operations deliverables.
• Reconcile and resolve network issues.
• Communicate frequently with sales and support functions.

COMPETENCIES

Functional Competencies

• Product Knowledge: Thorough knowledge of products, services, and logistics industry.
• Customer Service: Strong customer service skills to address inquiries, provide updates, and resolve issues related to shipments.
• Technology Proficiency: Implementing CW1 and other tools for optimizing operations.
• Customs Regulations Acumen: Understanding of customs procedures, tariff and international trade laws for industry regulations and standards.

Behavioral Competencies

• Agility: Ability to adapt quickly to changing operational needs and environments.
• Continuous Learning: Willingness to learn and improve skills to enhance performance.
• Attention to Detail: Consistently maintaining accuracy and precision in tasks and documentation.
• Quality Orientation: Commitment to delivering high-quality results and services.
• Initiative: Taking proactive steps to improve processes or address issues.
• Team Collaboration: Collaborating across teams for smooth operations.

WHO CAN APPLY?

Must Have

• 2-3 years of experience in the logistics, transport, airline, or BPO industry for Executive/Sr. Executive.
• 3-4 years of experience in the logistics, transport, airline, or BPO industry for AM/DM.
• Bachelor’s degree.
• Basic problem-solving skills to address common challenges.
• Proficient in Email writing and verbal communication with internal and external coordination.
• Efficiently manage tasks to meet deadlines and priorities.

Preferred

• Courses and certifications in business administration, operations management.
• EXIM/IATA certification is preferred.