Air Freight Customer Service Lead

We Offer

Joining Maersk, you will become part of the global family of the company that moves 20% of global trade every day all the way, where one of our core values is Our Employees. It goes without saying that we value diversity in all its forms, including but not limited to: gender, age, nationality, race, sexual orientation, disability or religious beliefs. We are proud of our diversity and see it as a genuine source of strength for building high performing teams.

Purpose of the Role

Deliver a superior Customer experience to our Air customers and proactive in identifying issue and mitigating them, ensure issues raised are resolved quickly.

Closely collaborate with other teams within and across Station/DOC. Act as the first point of contact for customers and actively build strong relationships with customers

Key Responsibilities

• 1. Team Leadership & Work Allocation
• Lead and manage the Customer Service team by allocating workloads based on business priorities, operational demands and team capability to ensure balanced resource utilization and efficient execution.
• Coach, mentor and develop team members while fostering a collaborative, accountable and high-performance culture.

• 2. Customer Relationship Management
• Serve as the primary contact for strategic customers, understand their business objectives and supply chain requirements, and build long-term trusted partnerships.
• Represent customer interests internally and coordinate across functions to deliver the best solutions.

• 3. Customer Service & Operational Excellence
• Take full ownership of customer service quality and daily operational performance.
• Proactively identify risks, resolve operational issues and ensure excellent customer experience throughout the shipment lifecycle.

• 4. Cross-functional Collaboration
• Work closely with Operations, Gateway, Overseas Offices, Airlines and other internal stakeholders to ensure seamless end-to-end air freight execution.

• 5. Process Improvement & KPI Management
• Ensure compliance with company SOPs, IOPs and operational standards.
• Monitor operational KPIs, identify improvement opportunities and drive continuous service excellence.

• 6. Commercial Support
• Partner with the Sales team to identify customer opportunities, support business growth and deliver value-added logistics solutions.

Qualifications

• Education
• Bachelor’s degree or above in Logistics, Supply Chain Management, Business Administration or related disciplines.

• Experience
• Minimum 7 years of experience in Air Freight Forwarding or International Logistics.
• Minimum 3 years of leadership experience as a Customer Service Team Leader, Supervisor or Manager.
• Experience managing Global Key Accounts or high-tech multinational customers is highly preferred.

• Language
• Excellent verbal and written communication skills in both English and Mandarin Chinese.

• Technical Skills
• Proficient in Microsoft Office applications and logistics-related operating systems.

What We’re Looking For

• Strong customer-centric mindset.
• Proven people leadership and team management capabilities.
• Ability to effectively allocate workload and prioritize resources.
• Excellent coaching, mentoring and talent development skills.
• Strong cross-functional communication and stakeholder management.
• Solid knowledge of end-to-end air freight operations.
• Analytical mindset with strong problem-solving ability.
• Able to perform under pressure in a fast-paced environment.
• High emotional intelligence with excellent interpersonal skills.

Commercial awareness with the ability to support business growth.

• Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.
• We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com .