expeditors

Assistant Manager/Supervisor -Air Export Customer Service

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Purpose of the Role

Support the Air Export Manager in leading the Air Export Customer Service team to deliver outstanding customer service, operational excellence, compliance, and business growth. The role serves as a key escalation point, drives service quality and team performance, and provides leadership support to ensure customer satisfaction while enabling the Manager to focus on strategic and commercial initiatives.

Key Responsibilities

✅ Lead, coach, and develop the Air Export Customer Service team to deliver best-in-class service.

✅ Manage daily operations, ensuring timely and accurate execution of air export shipments.

✅ Act as the primary escalation point for customer issues, shipment disruptions, and service recovery.

✅ Build strong relationships with customers, overseas offices, and internal stakeholders.

✅ Drive operational excellence through continuous improvement, process optimization, and digital initiatives.

✅ Monitor shipment performance, service quality, and key operational metrics.

✅ Ensure compliance with company policies, customer SOPs, aviation security regulations, Dangerous Goods requirements, and trade compliance standards.

✅ Support recruitment, employee development, succession planning, and performance management.

✅ Partner with Sales and Account Management teams to support customer retention, growth, RFQs, and new business opportunities.

✅ Analyze operational and customer performance trends and implement corrective actions when required.

✅ Support departmental profitability through productivity management, billing accuracy, forecasting, and resource planning.

✅ To take up additional assignments as required to meet with the Company needs.

Qualifications

  • Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred.
  • 4+ years of experience in air freight, logistics, or freight forwarding.
  • 2–5 years of leadership experience in air export operations or customer service.
  • Strong knowledge of Air Export operations, aviation security, Dangerous Goods, and trade compliance requirements.
  • Proven leadership, coaching, and performance management skills.
  • Strong customer relationship management and stakeholder engagement abilities.
  • Commercially aware with experience supporting business growth and customer retention.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Experience managing KPIs, operational performance, and process improvement initiatives.
  • Strong communication, presentation, and English language skills.
  • Customer-focused, adaptable, and results-oriented with a continuous improvement mindset.
  • IATA/FIATA certification preferred.

Expeditors offers excellent benefits:

  • Paid Vacation, Holiday, Sick Time
  • Health Plan: Medical
  • Life Insurance
  • Employee Stock Purchase Plan
  • Training and Personnel Development Program
  • Growth opportunities within the company
  • Employee Referral Program Bonus