Our client draws on its
operational excell
ence, its market-leading position, and its 79,000 employees spread across more than 100 countries.
We are looking for an International Air Travel Customer Service Team Leader in Strasbourg
to take charge of a team dedicated to managing and developing a portfolio of key account clients. Acting as a true orchestrator, you will ensure operational excellence, develop your team’s skills and actively contribute to the growth of the business.
In this high-profile role, you will be the main point of contact for clients and internal teams, ensuring an impeccable customer experience throughout the supply chain.
Your main responsibilities
Team management and development
- Leading, motivating and supporting a Customer Service team to achieve targets for quality, productivity and customer satisfaction.
- Develop staff skills through coaching, training and performance reviews.
- Fostering engagement, autonomy and team cohesion in a dynamic and multicultural environment.
- Organise operations and allocate resources to ensure optimal service continuity.
Customer Relationship Management
- Proactively manage a portfolio of strategic clients.
- Understand clients’ challenges and needs in order to propose tailored, value-adding solutions.
- Ensure a high level of satisfaction by maintaining clear and transparent communication.
- Manage complaints and sensitive situations until they are fully resolved.
- Play an active role in customer retention and business development initiatives.
Management of international air operations
- Supervise import and export flows, ensuring compliance with contractual commitments.
- Ensure operations are carried out correctly, in accordance with deadlines, budgets and regulatory requirements.
- Coordinate the various internal and external stakeholders involved in the supply chain.
- Monitor operational performance indicators and identify areas for optimisation.
Project Management and Continuous Improvement
- Lead the onboarding of new clients and the roll-out of new operational workflows.
- Contribute to process improvement and the optimisation of management tools.
- Implement and monitor action plans aimed at improving service quality and profitability.
- Contribute to transformation projects and operational excellence initiatives.
Financial Performance and Governance
- Monitor key performance indicators (KPIs) relating to quality, service, productivity and profitability.
- Help develop commercial proposals and prepare quotations.
- Contribute to the financial analysis of projects and the monitoring of the P&L within your remit.
- Ensure that internal procedures are followed and that quality, health and safety, and environmental standards are met.
Required
profile: Education and experience
- Higher education qualification in transport, logistics, international trade or equivalent.
- Significant experience in international air freight, freight forwarding or international logistics.
- Solid understanding of import/export operations, Incoterms, transport regulations and pricing mechanisms.
- Proven track record in team management or a strong ability to lead and motivate staff.
Key Skills
- Natural leadership and the ability to rally teams around common goals.
- Excellent customer focus and a strong sense of service.
- Strong analytical and problem-solving skills.
- Good interpersonal skills and the ability to interact with a wide range of people, both internally and internationally.
- Ability to manage priorities in a demanding and ever-changing environment.
- Initiative, autonomy and a results-oriented approach.
Tools and languages
- Good command of office software and business information systems.
- Business-level English is essential, both written and spoken.
- Proficiency in another foreign language would be an advantage.
