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.

Skills Required