Ayano Imai
Air Freight Export Customer Service
Wellington,WGN
Summary
Accomplished Supervisor at DHL Global Forwarding Japan K.K., adept in operations management and customer service. Spearheaded major projects, including humanitarian aid shipments, and secured two President Awards. Demonstrates exceptional project management skills and a keen attention to detail, ensuring compliance with international regulations and enhancing customer satisfaction.
Overview
9
9
years of professional experience
3
3
Certifications
1
1
Language
Work History
Supervisor, Air Freight Export Customer Service
DHL Global Forwarding Japan K.K.
12.2022 - 07.2024
- Supervised a team for TC2 area & South American countries.
- Oversaw daily operations of the team, ensuring smooth workflow, balanced workload and timely completion of KPIs.
- Successfully led major projects such as Motor sports events (Formula E, Formula 1, WEC) and United Nation's humanitarian aid shipments to Ukraine (100+ tons) under tight deadlines, effectively coordinating across various teams.
- Project acquisition: prepare bids
- Created Shipper's Dangerous goods declaration and checked declarations made by the Export department at Narita office for compliance with IATA Dangerous Goods Regulations as a diploma holder, securing a safe handling of dangerous goods.
- Awarded President Award in 2022 and 2023
Senior, Airfreight Export Customer Service
DHL Global Forwarding Japan K.K.
04.2018 - 11.2022
- Specialized in shipments to TC3 area, largely to India.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Gained skills to meet high demand customer's needs in time sensitive environment of same time zone.
- Gained in-depth knowledge in special cargo such as dangerous goods and over-sized cargo by handling chemicals and healthcare sector customers daily.
- Acquired in-depth understanding of tariffs, customs, and trade regulations internationally.
- Acted as a customer service of Perishable competence centre (December 2019-2021). Export fish to Asian countries, gaining knowledge of export and import process of perishables and quality management.
Pricing Specialist
DHL Global Forwarding Japan K.K.
04.2016 - 03.2017
- Engaged with annual contract bids, developed customized pricing solutions to meet unique client needs, fostering long-term business relationships.
- Managed multiple bids simultaneously, ensuring timely submission and adherence to strict deadlines.
- Attained skills to estimate airfreight industry market rates by conducting wide range of pricing from ad-hoc to yearly contract bids.
Sales Support
DHL Global Forwarding Japan K.K.
04.2015 - 03.2016
- Dedicated to Retail and Engineering/Manufacturing sector customers, handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Developed industry knowledge in Air freight, Ocean Freight, and Customs by engaging with multiple international customers needs.
Education
Bachelor of Arts - English Literature
Aoyama Gakuin University
Tokyo, Japan 04.2001 -
Skills
Operations management
Certification
IATA Cargo Introductory Course
Timeline
IATA Dangerous Goods Diploma-Recurrent
04-2024
Supervisor, Air Freight Export Customer Service
DHL Global Forwarding Japan K.K.
12.2022 - 07.2024
Senior, Airfreight Export Customer Service
DHL Global Forwarding Japan K.K.
04.2018 - 11.2022
IATA Dangerous Goods Diploma
04-2018
IATA Cargo Introductory Course
09-2017
Pricing Specialist
DHL Global Forwarding Japan K.K.
04.2016 - 03.2017
Sales Support
DHL Global Forwarding Japan K.K.
04.2015 - 03.2016
Bachelor of Arts - English Literature
Aoyama Gakuin University
04.2001 -
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