Operations Staff (Air Freight)-English Skill

The role involves managing various tasks within the Airfreight team, covering both Export and Import services. Key responsibilities include handling system updates according to SOPs, following up on sales/agent opportunities, and updating performance metrics.
Main Responsibilities:
- Stay updated on Dolphin service scopes, patterns, and policies.
- Serve as the primary contact for customers, ensuring prompt email responses.
- Timely confirm bookings from vendors, customers, and agents.
- Follow up on sales from quotation to final delivery, updating relevant parties as needed.
- Coordinate with airlines for bookings, update systems, issue invoices, and arrange payments.
- Issue Air Waybills (AWB) and assist with Airfreight pricing.
- Collect and dispatch documents to appropriate recipients.
- Ensure proper management and follow-up with vendors, customers, and agents.
- Adhere to Dolphin Group operational guidelines and meet KPI requirements.
- Keep destination offices, customers, and agents informed of changes affecting cargo planning.
- Ensure all applicable charges are collected and report any payment issues.
- Maintain updated flight schedules and report any service failures.
- Provide product feedback and suggest improvements.
- Adhere to new procedures as instructed by destination offices or SOP updates.
- Collaborate with Sales, Agents, Co-loaders, and support teams to ensure customer satisfaction.
- Offer comprehensive solutions using Dolphin Logistics services.
- Handle claims at the initial stage and report to Team Leader for further action.
- Communicate professionally with internal and external customers, building confidence.
- Prepare operational reports and complete ad-hoc tasks as assigned.
Key Results:
- Meet agreed KPIs and objectives.
- Achieve high customer satisfaction scores.
- Avoid additional costs from mishandling.
- Maintain strong engagement with stakeholders and internal teams.