Customer Service Executive - Airfreight Import / Export

About the role

Our client is seeking an experienced Airfreight Customer Service Executive to join their dynamic team. In this role, you will be responsible for managing end-to-end air shipment processes covering either import OR export operations. You will serve as a key liaison between internal stakeholders, customers, overseas agents, and vendors.

Responsibilities

• Answer all incoming calls promptly and courteously.
• Respond to customer enquiries in a timely manner.
• Apply basic knowledge of cargo commodities in accordance with IATA rules and regulations.
• Handle Air Import OR Export shipment coordination with multiple internal and external stakeholders regarding shipment requirements.
• Coordinate flight bookings with the procurement team.
• Review AWB/HAWB and other necessary shipping documents; inform customers and overseas agents of any discrepancies or non-compliance.
• Ensure all data is updated accurately in the system.
• Liaise with overseas agents on requirements and rates.
• Obtain rate approval from customers prior to shipment departure.
• Provide flight details and freight status updates to customers promptly.
• Ensure compliance with AED requirements and job file closures within KPI timelines.
• Monitor shipment uplift and transit to ensure timely arrival/delivery to consignees; update shippers and destination stations on any delays.
• Maintain a good understanding of customer SOPs and shipment handling requirements, ensuring compliance prior to shipping to achieve customer satisfaction.
• Monitor progress to meet month-end targets, annual objectives, and KPIs.
• Support colleagues in shipment execution when required.
• Provide airfreight quotations upon request.
• Handle supplier invoice disputes.
• Escalate issues or concerns requiring broader attention or resolution in a timely manner.
• Perform other ad-hoc tasks as assigned by the Supervisor/Manager.

Requirements

• Minimum Diploma / Degree.
• 2-4 years of experience in airfreight forwarding (import and/or export).
• Good written and spoken English.
• Excellent communication and interpersonal skills.

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