Key Responsibilities

Serve as the main contact for customers, building strong relationships.

Comprehend customers' business needs, drivers, and desires.

Take charge of the customer experience.

Guide the team to deliver best-in-class customer service.

Ensure smooth end-to-end shipment processes by working with customers and internal stakeholders.

Follow process standards and customer-specific IOPs.

Monitor KPIs to ensure quality and efficiency.

Identify and capitalize on upselling opportunities to add value.

Requirements

Proven history of delivering exceptional customer experiences.

Ability to remain calm and handle complex customer issues effectively.

Demonstrate a proactive approach to problem-solving and issue resolution.

Strong communication and interpersonal skills for effective collaboration.

Analytical skills to identify and resolve customer issues.

Excellent written and spoken English skills.

Familiarity with air freight operations, including Lean/OPEX principles.

Thorough knowledge of air freight operations, including dangerous goods handling and training (IATA trained).

A blend of field and office experience, with a strong understanding of the air freight industry in Kenya.