Customer Service Executive - Airfreight Export (Aerospace)

Responsibilities

• Customer Engagement: Answer all incoming calls promptly and courteously. Respond to customer export enquiries in a timely manner, providing clear guidance on routing, documentation, and regulatory requirements.
• Regulatory & Commodity Knowledge: Apply expert knowledge of aerospace cargo commodities in strict accordance with IATA Dangerous Goods Regulations (DGR), export control laws, and special handling protocols for sensitive aviation assets.
• Export Shipment Coordination: Manage all air export shipments from origin to uplift, coordinating with multiple internal stakeholders (warehouse, compliance, procurement) and external partners (carriers, ground handlers, customs brokers) to ensure seamless execution.
• Flight Booking & Capacity Planning: Coordinate flight bookings with the procurement team, securing optimal routings and capacity for time-sensitive aerospace exports, including ad-hoc charters when required.
• Data Accuracy: Ensure all export shipment data-including commodity descriptions, weights, dimensions, and HS codes-is accurately updated in the system in real-time.
• Agent Liaison & Rate Management: Liaise with overseas agents on destination requirements, pre-alerts, and competitive export rates. Obtain formal rate approval from customers prior to shipment departure.
• Proactive Status Updates: Provide flight details, export clearance status, and freight tracking updates to customers promptly and professionally.
• KPI & AED Compliance: Ensure compliance with AED (Advanced Export Declaration) requirements and complete job file closures within KPI timeframes.
• Transit Monitoring: Monitor shipment uplift and transit milestones vigilantly. Immediately update shippers and destination stations on any delays or irregularities affecting export deliveries.
• SOP Adherence: Maintain a thorough understanding of customer-specific SOPs for aerospace export handling-including packaging, labeling, security protocols, and temperature control-ensuring 100% compliance prior to shipping to achieve customer satisfaction.
• Target Achievement: Monitor progress to meet month-end export volume targets, annual objectives, and individual KPIs.
• Team Support: Support colleagues in shipment execution during peak periods or staff absences.
• Quoting & Financials: Provide accurate airfreight export quotations upon request, incorporating all applicable surcharges. Handle supplier invoice disputes efficiently.
• Issue Escalation: Escalate operational, compliance, or commercial issues requiring broader attention to the Supervisor/Manager in a timely manner.
• Ad-Hoc Duties: Perform other tasks as assigned by the Supervisor/Manager.
• QHSE Responsibilities:
• Process Standards: Participate in setting up and following up on internal standard procedures to enhance productivity, transparency, and safety within aerospace export operations.
• Risk Management: Maintain acceptable health, safety, and environmental risk levels within your area of responsibility, particularly when handling oversized or hazardous aerospace materials.
• Legal Compliance: Ensure all export activities comply fully with applicable legal, customs, aviation security, and aerospace regulatory requirements.

Requirements

• Minimum Diploma / Degree.
• 2-4 years of experience in airfreight forwarding
• Good written and spoken English & Mandarin.
• 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.

Additional Information

About our Client Our client is a world-class supply chain solutions provider, serving large and medium-sized national and multinational companies across the globe. As an industry leader, they offer complete supply chain design and implementation in contract logistics and freight management-either as standalone services or in combination.

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