Assistant Manager/Manager - Air Freight Pricing & Customer Service

About the Role:

We are looking for an experienced and customer-focused Assistant Manager / Manager Air Freight Pricing & Customer Service to lead and manage the Air Freight Pricing and Customer Service function. The ideal candidate will possess strong commercial acumen, in-depth knowledge of air freight pricing, and the ability to deliver exceptional customer service while managing key stakeholders and driving operational efficiency.

In this managerial role, you will be responsible for developing competitive and profitable air freight pricing solutions, managing customer relationships, and ensuring seamless coordination between internal teams, airlines, overseas agents, and customers. The role requires strong leadership capabilities and the ability to handle complex customer requirements, commercial negotiations, and service escalations.

Key Responsibilities:

- Lead and manage the Air Freight Pricing and Customer Service team, ensuring timely responses and high service standards.

- Prepare competitive and commercially viable air freight quotations based on customer and market requirements.

- Develop and maintain strong relationships with airlines, GSA partners, overseas agents, and other logistics partners.

- Negotiate freight rates, capacity, service terms, and commercial agreements to ensure profitability.

- Manage key customer accounts and act as a point of escalation for pricing and service-related concerns.

- Work closely with Sales, Operations, and overseas teams to provide effective logistics solutions and ensure smooth shipment execution.

- Monitor market trends, airline rates, capacity availability, surcharges, and competitor activity.

- Drive improvements in customer experience, response time, and service delivery.

- Establish performance metrics and ensure the team meets defined service and revenue objectives.

- Mentor and guide team members, supporting their professional development and overall team performance.

- Prepare regular reports and provide market insights and business updates to senior management.

Requirements:

- Graduate with 7 - 15 years of relevant experience in Air Freight Pricing, Customer Service, or Freight Forwarding.

- Strong knowledge of air freight operations, pricing, airline networks, and international logistics processes.

- Proven experience in managing customer relationships and handling commercial negotiations.

- Strong leadership, communication, coordination, problem-solving, and team management skills.

- Ability to work in a fast-paced environment while managing multiple priorities.