Air Freight Customer Service Lead

About the role

Maersk is seeking an Air Freight Customer Service Lead to deliver superior customer experiences for its air freight clients in Taiwan. The role involves proactive issue identification, rapid resolution, and building strong, long‑term relationships with strategic customers.

Key responsibilities

• Lead and allocate work for the Customer Service team, balancing business priorities and team capability.
• Serve as the primary contact for strategic customers, understanding their supply‑chain needs and representing their interests internally.
• Own daily operational performance, identify risks, and ensure excellent service throughout the shipment lifecycle.
• Collaborate with Operations, Gateway, overseas offices, airlines and other stakeholders to guarantee seamless end‑to‑end air freight execution.
• Monitor KPIs, ensure compliance with SOPs/IOPs, and drive continuous improvement.
• Partner with Sales to identify growth opportunities and deliver value‑added logistics solutions.

Required profile

• Bachelor’s degree in Logistics, Supply Chain Management, Business Administration or related field.
• Minimum 7 years of experience in air freight forwarding or international logistics.
• At least 3 years of leadership experience managing a customer service team.
• Fluent in English and Mandarin Chinese, both written and spoken.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using logistics‑related operating systems.