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Customer Service and Operations Supervisor - Cargo

Dakar, Senegal

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The Customer Service and Operations Supervisor is responsible, with their team, for implementing customer service across the entire value chain - from pre-sales to post-sales - in order to achieve annual sales targets and ensure customer satisfaction and loyalty. They also manage freight operations at the Dakar stop to meet quality and operational integrity objectives. They take on certain Customer Service or Operations shifts when necessary and cover certain cross-functional areas of the market, such as the digitalization of Customer Service Organization activities.

MAIN ACTIVITIES AND TASKS

*Position based in Dakar

  • Customer Service Supervisor Activities

    •      Manage the CRM (Customer Relationship Management) system for Senegal.
    •      Ensure the proper application of commercial and pricing strategies and policies with the team.
    •      Maximize sales, manage the customer base, and ensure after-sales service.
    •      Ensure administrative follow-up and reporting related to local and central services.
    •      Participate in the development of service quality and promote digital tools.

  • Operations Supervisor Activities

    •      Ensure the integrity and monitoring of operational activity while ensuring the proper application of safety, security, and regulatory compliance measures.
    •      Ensure compliance with import and export procedures.
    •      Contribute to achieving safety, security, and service quality objectives.
    •      Be the interface between freight, the entity Passage, local authorities, and subcontractors.

  • Team management

    •      Manage and lead the multifunctional Freight teams.

  • Other activities

    •      Develop the use of digital tools in the market
    •      Ensure coordination between IT stakeholders and the various relevant services.
    •      Perform Customer Service or PPD (Document Preparation Post) shifts if necessary.

Training & Experience

  • Bachelor's degree + 3 minimum in the field of logistics, air transport, or any other related field related to the position
  • Minimum 2 years in the air freight sector

Technical skills

  • Good proficiency in computer tools
  • Knowledge of air freight activities and procedures
  • Commercial skills
  • Fluent English
  • Knowledge of national and international aviation regulations
  • Ability to make decisions

Aptitudes 

  • Quality Requirement – Compliance
  • Initiative - Reactivity
  • Autonomy - Flexibility
  • Good communication and persuasion skills
  • Good conduct
  • Personnel management
  • Management of unforeseen events and uncertainties
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