Customer Service Officer - Air Export

About the role

This position manages air export shipments from start to finish, ensuring seamless coordination, regulatory compliance, and high-quality customer service. The role requires proactive communication with clients, agents, and internal teams, alongside strict adherence to operational KPIs and QHSE standards.

Responsibilities

• Client Engagement & Communication
• Handle all incoming calls with professionalism and a customer-first approach.
• Deliver prompt, clear responses to customer questions and requests.
• Keep customers regularly updated on flight schedules and cargo status.
• Know and apply each client's SOPs and handling instructions to ensure service excellence.
• Shipment Coordination & Documentation
• Oversee all operational aspects of air export shipments, working closely with multiple stakeholders.
• Partner with procurement to arrange flight space and bookings.
• Use IATA knowledge to assess cargo commodities and ensure regulatory compliance.
• Examine AWB/HAWB and supporting documents; identify and report errors or non-compliance to customers and overseas agents.
• Enter and maintain accurate shipment records in the company system.
• Communicate with overseas agents on service requirements and pricing.
• Secure customer rate approvals before departure.
• Tracking, Compliance & Performance
• Track uplift and transit progress, notifying shippers and destination offices of any delays.
• Meet all AED compliance requirements and close job files within KPI deadlines.
• Work toward monthly, annual, and KPI performance goals.
• Assist team members with shipment processing during high-volume periods.
• General & Administrative Support
• Prepare airfreight cost quotes as requested.
• Resolve supplier billing disputes efficiently.
• Raise issues that need management attention or cross-functional input without delay.
• Take on additional tasks assigned by the Supervisor/Manager.
• QHSE Obligations
• Contribute to establishing and improving internal procedures to boost efficiency and visibility.
• Keep health, safety, and environmental risks within acceptable limits in your work area.
• Follow all applicable legal requirements and company policies.

Requirements

• Minimum Diploma / Degree.
• 1-2 years of experience in airfreight forwarding (import and/or export).
• Good written and spoken English.
• Excellent communication and interpersonal skills.
• To Apply (via Harold Consultancy)
• For a confidential discussion, please submit your detailed CV to Dennis Wee at hello@haroldconsultancy.com.

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