Team Lead (Airfreight)

Monroe Consulting Group Malaysia, an executive recruitment firm, is partnering with an international 4PL logistics and supply chains company to hire a Team Lead (Airfreight). This role is responsible for delivering visibility, optimization, and a high level of satisfaction to the company's major accounts. This opportunity is based in Subang Jaya, Selangor.

Job Responsibilities:

• Lead a team of Customer Services agents (Front-Offices, Back-Offices, Billing Auditors…)
  • Ensure the targets (performance, quality, cost) are reached by the team.
  • Lead the team by bringing team spirit and encouraging continuous improvement initiatives.
  • Coach the team by sharing experience and fostering trust and self-confidence.
  • Organize daily team attendance and involvement (hybrid management, back-ups…).
  • Alert the 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.
• Supervise and Monitor the Operational Workflow to Ensure Full Supply Chain Visibility to the Customer
  • Receive and control customer bookings according to the processes in place.
  • Contribute to continuous improvements and savings for the customer (optimization, consolidations…).
  • Ensure data quality and assign customer bookings to a selection of 3PLs.
  • Monitor shipments regularly (3PL shipment confirmation, milestones completion, etc.).
  • Drive corrective actions when required (missing events, missing documents, etc.).
  • Monitor delays and delivery events using dedicated IT solutions (TMS, collaborative platform, BI…).
  • Alert the customer team proactively 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 reports and analyses to give a consolidated vision of the flows for a single customer.
  • Track and provide corrective actions for customer complaints.
• Deliver Customer Satisfaction
  • Manage and support 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 proactive communication flow with the customer.
  • Act as a strong interface to resolve customer problems, manage troubleshooting, and issue resolution.
  • Prioritize, resolve, and/or escalate issues to secure the customer's interest.
  • Represent the company internally and externally.
  • Use tools and communication to react to customer requests.
  • Act as the single point of contact for the customer.
  • Report saving initiatives to the dedicated department.
  • Provide expertise in transportation management.
  • Utilize technologies to enhance efficiency and work with the Customer Business Solution (I.T representative).
• Contribute to improving Partners and Vendor performance
  • Monitor the 3PLs service quality and provide feedback to the Hub manager.
  • Monitor the deployment and efficiency of new operational practices with the 3PLs.
  • Contribute to formalizing the SOP.
  • Provide 1st level support to the 3PL (operational inquiries, data matters, etc.).
  • Set up and monitor corrective action plans in agreement with the Hub Manager.

Job 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, Roadfreight).
  • Well organized and able to structure a small team (around 10 people max).
• Behavioural:
  • Excellent communication.
  • Team player.
  • Solution finder.
  • Rigorous.
  • Excellent inter-personal skills.
  • Thoroughness.
  • Organized.
  • Responsive.
• Language:
  • Excellent in verbal and written English.