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  4. Click Websites.
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  2. Click. then Settings.
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Visit Site here
  1. Go to Settings.
  2. Click Advanced in the left sidebar, and click Privacy & security.
  3. Under Privacy and security, click Site settings.
  4. Click JavaScript.
  5. At the top, turn on or off Allowed (recommended).
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Jobs or company...

Team Lead - Air Freight

Salary undisclosed

Apply on

Linkedn
Original
Simplified
Key Accountabilities

Lead a team of Customer Services agent (Front-Offices, Back-Offices, Billing Auditors...)
  • Ensure the targets (performance, quality, cost) are reached by the team who is responsible for
  • Lead the team by bringing team spirit, encouraging continuous improvement initiatives
  • Coach the team by sharing his/her experience and bringing trust and self-confidence
  • Organize the daily team attendance and involvement (hybrid management, back-ups...)
  • Alert his/her direct Manager in case of dysfunction internal to the team
  • Escalate any related topics to the upper level of hierarchy, as per the agreed escalation matrix

Both, Supervise and Monitor the Operational Workflow to Ensure a Full Supply Chain Visibility to the Customer
  • Receive and control customer bookings according to the processes in place
  • Contribute to the continuous improvements and savings for the customer (optimization, consolidations...)
  • Ensure the data quality and assign customer booking to a selection of 3PLs
  • Monitor shipments on a regular basis (3PL shipment confirmation, milestones completion, etc.)
  • Drive corrective actions when required (missing event, missing document etc.)
  • Monitor delays and deliveries events using the dedicated IT solutions (TMS, collaborative platform, BI...)
  • Alert the customer team pro-actively in case of deviation and propose alternative solutions
  • Communicate with internal (regional and overseas) and external organizations
  • Ensure that all communications generated in the related IT solution (chat, tasks etc.) are handled in a timely manner.
  • Create the reports and analysis to give a consolidated vision of the flows for a single customer
  • Track and provide corrective actions for the customer complaints

Deliver Customer Satisfaction
  • Manage and supports order management to ensure the best possible service level
  • Meet deadlines and ensure completion of customer service tasks within the expected time frames
  • Ensure a consistent and pro-active communication flow with the customer
  • Act as a strong interface to resolve customer problems, manage troubleshooting and issue resolution
  • Prioritizes, resolves and/or escalates issues to secure the customer’s interest
  • Represent the company internally and externally
  • Use the tools and communication to react to customer requests
  • Act as Single point of contact for the customer
  • Report saving initiatives to the dedicated department
  • Provide his/her expertise in transportation management
  • Use of the technologies to be more efficient and work with the Customer Business Solution (I.T representative)

Contribute to improve Partners and Vendor performance
  • Monitor the 3PLs service quality and give feedback to the Hub manager
  • Monitor the good deployment and efficiency of new operational practices with the 3PLs
  • Contribute to formalize the SOP
  • Provide 1st level of support to the 3PL (operational inquiries, data matters etc.)
  • Set up and monitor corrective action plans in agreement with the Hub Manager

Others
  • Other tasks as assigned by the Manager.

Requirements

Technical
  • Proven track record in a similar role, ideally in a 4PL environment
  • Experience in AOG (Aircraft on Ground) is an added advantage
  • Minimum of 3 years of transport management / freight forwarding experience (Air operations)
  • Minimum of 1 year of customer service experience
  • Transport Operations Management (Airfreight, Seafreight, Rodafreight)
  • Well organized and able to structure a small team (around 10 people max)

Behavioral
  • Excellent communication
  • Team player
  • Solution finder
  • Rigorous
  • Excellent inter-personal skills
  • Thoroughness
  • Organized
  • Responsive

Language
  • Excellent in verbal and written English

Values
  • Entrepreneurship
  • Respect for Each Other
  • Determination & Persistence
  • Agility & Innovation
  • Pursuit of Excellence
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