Senior, Airfreight Customer Service (Import/Export) [SL]

About the role

Manage end-to-end airfreight forwarding operations, including bookings, shipment documentation, coordination with airlines and ground handling agents, customs clearance for imports, export documentation, billing, and job closure. Serve as the primary customer contact for airfreight import and export shipments, providing timely updates, addressing inquiries, and resolving operational issues. Coordinate closely with airlines, ground handlers, trucking partners, and customs authorities to ensure compliant and efficient shipment execution. Monitor operational performance against SLAs, KPIs, and internal procedures to maintain service quality standards. Take ownership of complex, time-sensitive, or high-value shipments, proactively resolving delays, documentation discrepancies, and customs-related issues. Identify operational inefficiencies and contribute to process improvement initiatives to enhance accuracy, efficiency, and customer satisfaction. Maintain accurate and complete shipment records, reports, and regulatory documentation in accordance with internal and external requirements. Provide guidance and support to junior customer service staff on airfreight forwarding procedures, documentation standards, and best practices. Escalate unresolved customer or operational issues to management and ensure appropriate follow-up actions. We regret only shortlisted candidates will be contacted. All applications will be handled confidentially. By submitting your application, you agree to the collection, use, retention, and disclosure of your personal information to prospective employers. EA License No: 20C0270 EA Personnel No: R22110981 EA Personnel Name: Law Mei Fong

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