Air Freight Customer Service Lead

About the role

As the Air Freight Customer Service Lead you will deliver a superior experience to Maersk’s air customers, proactively identifying and mitigating issues throughout the shipment lifecycle. You will act as the primary point of contact, building strong, trusted relationships while collaborating closely with internal teams across stations and departments.

Key responsibilities

• Lead and allocate work for the Customer Service team, balancing business priorities and team capability.
• Coach, mentor and develop team members to foster a high‑performance culture.
• Serve as the main contact for strategic customers, understanding their supply‑chain needs and representing their interests internally.
• Own daily operational performance, identify risks, resolve issues and ensure excellent customer experience.
• Collaborate with Operations, Gateway, overseas offices, airlines and other stakeholders for seamless end‑to‑end air freight execution.
• Monitor compliance with SOPs and operational standards, track KPIs and drive continuous improvement.
• Partner with Sales to uncover customer opportunities and support business growth.

Required profile

• Bachelor’s degree or higher in Logistics, Supply Chain Management, Business Administration or a related field.
• Minimum 7 years of experience in air freight forwarding or international logistics.
• At least 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.
• Excellent verbal and written communication skills in English and Mandarin Chinese.

Required skills

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

What we offer

• Opportunity to join Maersk, a global leader moving 20 % of world trade daily.
• Inclusive, diverse culture that values employees and promotes high‑performing teams.