Job Purpose The Senior Manager Customer Service (Air Export & Import) leads customer support, account management, and exception handling for global air cargo operations. This role bridges client services with airport gateway execution—overseeing cross-border air export consolidation, express courier flows, air import customs clearance, and airport cargo terminal (CTO) handovers.

The ideal candidate will drive customer satisfaction (CSAT/NPS), streamline air freight tracking workflows, manage airline/handling agent escalations, and ensure strict compliance with IATA regulations, temperature-control standards, and customs clearance timelines.

Key Responsibilities

1. Air Export Customer Operations & Account Management

- Air Export Execution: Oversee customer service workflows for outbound air freight, including House Air Waybill (HAWB) / Master Air Waybill (MAWB) generation, booking confirmations, flight uplift monitoring, and export customs filing.
- Customer Communication: Serve as the senior point of contact for enterprise clients, freight forwarders, and key accounts, providing proactive flight status, uplift delays, and offload alerts.
- Specialized Cargo Service: Ensure custom SLA handling for specialized air commodities (e.g., Pharma cold-chain $+2^circtext{C}$ to $+8^circtext{C}$, Dangerous Goods/DG, high-value electronics, and live/perishable shipments).

2. Air Import Customer Support & Gateway Operations

- Import Clearance & Handovers: Lead customer service for incoming air cargo, managing Arrival Notices (NOA), Delivery Orders (DO), bond transfers, and airport Cargo Terminal Operator (CTO) breakdowns.
- Customs Hold Resolution: Partner directly with customs brokers, regulatory authorities,



and import clearance desks to resolve customs holds, duty disputes, and physical inspection delays.
- Import Last-Mile Coordination: Oversee the transition of cleared air import shipments from airport gateways to bonded warehouses or final-mile airport-to-door delivery.

3. Airline & Cargo Terminal Operator (CTO) Coordination

- Carrier Collaboration: Liaise with major commercial airlines and freighter operators to manage capacity allocations, transit delays, and space protection during peak export/import seasons.
- Demurrage & Storage Control: Oversee exception desks to minimize airport terminal storage charges, demurrage fees, and airline penalty costs resulting from documentation or clearance delays.

4. Team Leadership & Process Optimization

- Team Management: Lead, mentor, and scale a 24/7 multi-shift customer service desk covering outbound air export and inbound air import operational desks.
- Automation & Visibility: Leverage Transportation Management Systems (TMS), CargoWise, and airline EDI tracking integrations to automate milestone updates (e.g., Cargo Received/RCS, Departed/DEP, Arrived/ARR, Delivered/DLV).
- Root Cause Analysis (RCA): Conduct RCAs for air freight offloads, damaged cargo claims, or delayed clearances, establishing CAPA plans to prevent recurrence.

Technical & Functional Skills





- Air Freight Systems: Proficiency in logistics platforms such as CargoWise, Descartes, CHAMP Cargosystems, SAP, or Salesforce CRM.
- Regulatory & Cargo Knowledge: Deep working knowledge of IATA air cargo standards, ULD (Unit Load Device) capacity planning, Incoterms 2020, HAWB/MAWB rules, and customs clearance procedures.
- Crisis Management: Proven capability to handle air transit disruptions, flight cancellations, and peak-season airport congestion.

Key Performance Indicators (KPIs) for the Role

- Customer Satisfaction (CSAT/NPS): $ge 85%$ across all key air export/import accounts.
- Flight Uplift Compliance: On-time flight departure/uplift rates as scheduled on MAWBs.
- Import Clearance SLA: Clearance and DO issuance within defined target hours of airport flight arrival.
- First Contact Resolution (FCR): $ge 80%$ on air tracking and documentation queries.
- Terminal Storage Minimization: Zero avoidable storage/demurrage expenses at airport cargo terminals.

APPENDIX Required Qualifications & Experience

- Education: Bachelor’s degree in Supply Chain Management, Logistics, Aviation Management, or International Business.

- Experience:
- 8+ years of progressive experience in air freight operations (Air Export & Air Import) within a Freight Forwarder, Express Integrator, or Airline Cargo Division.
- 3+ years in a senior supervisory or managerial role leading air freight customer service or control-tower operations.

- Certifications (Preferred):
- IATA Dangerous Goods Regulations (DGR) Certification.
- GDP (Valuable Distribution Practice) certification for pharmaceutical air cold-chain.

📌 Senior Manager- Customer Service (Air Export & Import Operations) (Gurugram)
🏢 Delhivery
📍 Gurugram