airfreight Team Leader

Mô tả Công việc
Making the documentation:
- Reserve booking to airlines on time
- Send the booking confirmation to customer on time
- Track and trace shipment daily and keep update to client.
- Work close with carrier to resolve any space problem if any
- Communication with client/agent daily.
- Following key account SOP and client specific SOP if any
- Coordinating with commercial team to ensure all handling step will be according to SOP and company's strategy.
- Complete billing process: issuing Debit Note/Credit note/SOA.
Handle document exactly:
-Generate MAWB/HAWB/Manifest/SID and also related documentation of airfreight shipment exactly
-Finish job file on time per month
KPI Management:
- Manage work item on client's system and complete within SLA
- Manage KPI weekly of the team.
Management:
- Daily monitor and follow up with Customer Service team to make sure Customer's SOPs are strictly complied and reach KPIs
- Control the number of escalation in a month / shipment in a month.
- No delay on problem solving: Corporate with relevant departments to find solutions for problems of the customer in the best way possible;
- Provide outstanding and exceptional customer service.
External Complaint from customer
- Take care customer careful & satisfy the customer requests
- Complete the claim process if any.
Internal Complaint from Customers
- Work closely with other BU to get the full information to handle the shipment
- Support other BU to provide the best service to the customers
Initiative Create new initiative for development and improvement
Compliance assurance
- Compliance with Company Regulation, policies, SOP of BU, current law.
- Increase working efficiency
- Follow up with AR/CS team and support deal payment with Shipper/agent.
- Decrease the number of mistake of operation: Monitor procurement; follow KPI- Operation process strictly; ...
- Provide outstanding and exceptional customer service.
- Follow Operations activities such as customer complaint, delivery status.
RESPONSIBILITY
Ensure to send the booking, document on time
Ensure to finish files before deadline
Ensure to satisfy customer request
Ensure no complaints from internal & external customers