Airfreight Import Team Leader

We are working with a Medium sized forwarder who are looking to recruit an Import Team Leader, 4 on 4 off days 7am – 7pm The Team leader is responsible for overseeing and coordinating the day-to-day customer serviced activities within the Airfreight Import team. The role ensures the delivery of a high – quality, compliant, and efficient Import service while leading, supporting, and developing the customer service team. Acting as an escalation point for customers and internal stakeholders, the team leader ensures smooth operations from pre-arrival through to final delivery, while driving service excellence and continuous improvement. Role Involves. • Act as senior point of contact and escalation for import customers, resolving complex or sensitive issues professionally and efficiently. • Oversee the management of customer enquiries relating to airfreight import shipments, including ETA’s, customs clearance, documentation, delivery and exceptions. • Ensure proactive and accurate customer communication regarding shipment status, delays, customs holds and additional requirements. • Liaise with overseas agents, airlines, and service partners to ensure timely shipments tracking and information flow. • Ensure all airfreight import documentation is received accurately and within required timeframes to meet customs and regulatory requirements. • Coordinate closely with customs clearance, warehouse and transport teams to ensure seamless compliance. • Act as the focal point for Key Import Accounts, ensuring agreed service levels are met and maintained. • Lead, support and motivate the Import Customer Service team to deliver consistent, high-quality service. • Allocate workloads effectively to ensure service levels, deadlines and KPI’s are achieved. • Provide coaching, guidance and on the job training to develop team. • Conduct regular performance reviews, one to one and support personal development plans. • Ensure team compliance and company policies, procedures and regulatory requirements. • Support the sales teams with air import rate enquiries, operational advice and customer solutions. Experience • Previous Air Import Team Leader experience. • Good Customs compliance experience. • Team performance, engagement and development experience. • Customer Satisfaction, and service consistency experience. • Experience of developing, motivating team members. • Good IT skills. Hours 4 on 4 off days 7am-7pm • If you do not hear from us within 7 days, then you application has been unsuccessful.