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Customer Service Manager (Air Export Fwdg)

Location: HOUNSLOW, MIDDLESEX Salary: 34000 - 35000 GBP Per Annum
Sector: Procurement & Supply Chain Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 11 months ago Reference: 3058428
The Customer Service Manager - Airfreight Exports will have extensive Export Customer Service, Operations and Documentation experience. Responsible for leading all the Export Air Operations activities of the CSO. To deliver optimal operations performance in accordance with the Area Business Strategy and agreed Customer SLAs. Export Air Operations will be involved in all the file management & operations activities, post booking including documentation and carrier relations on a day to day basis. This role will be required to ensure consistent end-to-end delivery of Export Air Operations and support the Customer Service teams in resolution of customer queries and escalations along with planning & executing export operational activities, post booking including documentation and carrier relations

o Proactive communication with customer service in case of exceptions
o Lead the Air Export Operations team, to ensure consistent end-to-end delivery of all Export Air Operations
o Carrier relations: changes to carrier bookings & query resolution
o Support customer service in customer query resolution and exception handling
o All File management activities post booking, documentation and system updates
o Responsible for GSC activities offshored relating to Export Air Operations
o Ensure that the Air Export Operations team adhere to all internal and external policies and practices of work including but not limited to ISO and AEO
o Monitor operating costs
o As required, work in close liaison with other teams including Customer Service relating to operational activities
o To work on various projects at the request of the Air Operations Manager.

Data Quality & Process Improvement:
o Verify adherence of practice to the SOP & create/modify as appropriate
o Monitor and drive team data quality in documentation
o Prepare & maintain operational contingency planning
o Work with the Head of Airfreight Operations on continuously improving processes, procedures to heighten productivity, timeliness and quality
o Conduct regular review meetings with internal and external stakeholders
o Ensure compliance to internal & external audit controls and legal/regulatory requirements.
o Assist in developing continuous Improvement mind-set to handle change in new processes and strive to continuously improve customer experience.
Partner with the Customer Service Teams:
o Meet up with the Customer Service team members on a regular basis to identify the list of critical customers and review Air Export Operations performance on a daily/weekly basis. Present any opportunities & challenges faced
o Develop a strong understanding of the business of critical customers, to aid customer retention
o Support customer service in customer query resolution and exception handling.
Stakeholder Management
o Ensure effective communication with the Head of Airfreight Operations, Customer Service and Commercial teams on any opportunities, challenges and alternative options for improved Air Export Operations service delivery
o Network with other CSO Managers in the Area for best practice sharing and continuous improvement opportunities

People Development and Personal Development
o Lead team and allocate resources between teams for effective work load balance
o Establish and monitor clear objectives
o Train, develop & mentor team-members

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