Deputy Manager - Air Freight
C.H. Robinson Worldwide · Mumbai
C.H. Robinson is seeking a Deputy Manager - Air Freight to join our team. In this role, you will play a key role in delivering consistent and high-quality customer experience by managing the end-to-end shipment lifecycle for assigned accounts and ensuring adherence to customer SOPs and operational standards.
You will drive operational excellence, maintain data integrity, and ensure compliance with processes while acting as a key point of coordination for issue resolution and day-to-day execution.
This role offers an opportunity to combine strong operational expertise, proactive communication, and collaboration to deliver reliable outcomes that support customer needs and business objectives.
Responsibilities:
The duties and responsibilities of this position consist of, but are not limited to, the following:
Maintain Operational Excellence:
Maintain Operational Excellence for themselves and coach the team around Operational standards
Apply industry knowledge and critical thinking to adapt processes/create solutions in response to challenges both internally and externally
Execute/Coordinate shipments and mentor others on how to meet all customer SOP requirements: booking approvals, processing pre alerts, governmental filings, executing delivery, ensuring proper invoicing, etc.
Ensure a high-level of data integrity within the shipments for all team customers: acknowledgement of shipment details, INCOterms, routing, dates, documents, etc.
Regularly drive high level of operational integrity and compliance by assisting in audits and daily invoice overhead
Act as a team lead supporting the team supervisor
Serve as the team’s first level of problem escalation and resolution, ensuring prompt response and follow through on issues until resolution and customer satisfaction
Coach and train others on pricing strategies
Facilitate Relationships:
Provide and maintain a high level of customer service with Customers, CHR offices, Agents, and Outside Service Providers
Develop & coach team members and assist with new employee onboarding
Participate in new business implementation meetings as a subject matter expert and/or ensure SOPs are updated when needed
Promote a positive working relationship for all team members
Act as a key customer contact and subject matter expert
Lead by example when it comes to customer outreach, retention, and expansion
Act as a resource and expert to the department, branch, and network on customer requirements & process initiatives
Work effectively in a team environment and collaborate cross-functionally, building relationships with account management by proposing process improvement and/or consultative leads
Monitor customer shipments trends and its impact to our processes and operation
Other Activities:
Support and/or Create new team efficiencies and processes
Participate in customer visits, assist in evaluating the account
Ensure customer SOPs are maintained and adhered to
Make recommendations to improve or implement technology solutions to recognize efficiencies and improve net revenue
Provide support to Sales Executives and Account Managers for customer reporting
Other duties or responsibilities as assigned according to the team and/or country specific requirements
Required Qualifications:
Bachelor’s degree from an accredited college or university
Minimum 6 years of relevant experience in Air Freight Operations within International Forwarding industry
Advanced proficiency in Microsoft Office Suite of programs
Fluent in English (written and verbal)
Preferred Qualifications:
Basic understanding of Quality Management (ISO 9001)
Extensive industry and department knowledge (process & handling, regulations, international shipping, etc.)
Excellent communication and customer service skills
Proactive, ambitious, hardworking, analytical mindset
Positive leadership skills and presence within the team (positive attitude, team player, flexibility)
Strong prioritization and multi-tasking skills
Ability to directly and decisively resolve problems
Refined written and oral communication skills
High level of flexibility as priorities and needs change daily in our business
Critical-thinking and problem-solving skills to meet customer and business objectives both short-term and long-term
High level of attention to detail and ability to execute with 95% of higher monthly audit compliance and very minimal unbillable charges
Values a diverse and inclusive work environment
Your Health, Wealth, and Self
Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:
Group Mediclaim Policy (GMC)
Group Personal Accident (GPA) policy
Covid-19 related coverage and reimbursement
Employee State Insurance Corporation (ESIC)
Group Term Life (GTL) Insurance Plan for employees
Employee Stock Purchase Plan (ESPP)
Investment Declaration & Flexi Benefit Plan
Variable Pay based on position
Flexible work arrangements
Paid Privilege, Casual and Sick Leaves
Paid Maternity & Paternity Leaves
Paid Compassionate Leaves
Paid Public Holidays
Paid time off to vote
Reward & Recognition Program
Wedding Allowance
Special Mobility Assistance
Employee Wellness Initiatives
Plus a broad range of career development, networking, and team-building opportunities
Equal Opportunity
C.H. Robinson is proud to be an Equal Opportunity Employer. We are committed to a workplace and performance culture that reflects the strengths of our worldwide marketplace. We value unique experiences and diverse backgrounds of our people within our company, our business relationships, and our communities. We’re committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.
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