- Substantial knowledge on cargo commodity as per IATA rules and regulations
- Respond to customer's complaints & enquiries promptly and provide possible suggestions/solutions or assist with recovery actions where possible
- Ensure compliance with customer's Standard Operating Procedures & Work Instructions
- Liaise with overseas agents on various requirements and rates
- Check on AWB/HAWB and all other necessary shipping documents and feedback to customer and overseas agent if any discrepancy/non-compliance issue
- Co-ordinate with export operations to ensure accuracy in documentation and invoicing
- Work with cross-functional teams to ensure seamless support, high customer satisfaction, high productivity and efficiency
- Main back-up and coordinating shipment arrangement for odd size, sensitive, high valuable cargo and adhoc projects
- Supporting others on shipment execution when necessary or when down with resources
- Maintain good relationships with both internal and external stakeholders
- Lead / guide and train the team on daily job scope and being the first point of escalation
- Resolve discrepancies through team effort by working with team mates on resolution
- Monitors and work closely with team to achieve monthly GM targets, DQE KPI and AED failure
- Generate weekly Job file listing report for the ground team to ensure files are billed within KPI
- Suggest improvements where required, through discussion with team and proposal to direct reporting manager prior to implementation
- Perform random shipments compliance audit checks on monthly basis
- Manage claims query, follow up with internal stake holders and vendors, and update customer
- Investigate root-cause of incidents and service failure and issue CAPAR
- Manage and support both Internal and External Auditors' queries
- Conduct department meeting
- Timely escalation of issues / concerns that requires broader attention and resolution
- Take charge of Supplier's invoice disputes
- Take on all other ad-hoc tasks delegated by Manager
- Diploma / Degree preferred
- Preferably with minimum 5 years of experience in freight forwarding
- Proficient in MS Office & ability to work independently
- Dangerous Goods Regulations (DGR) trained will be an advantage
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Description
Requirements:
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Service Supervisor
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Service Supervisor
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