Customer Service Clearance Manager (Air Freight)

Location: Singapore

Employment Type: Full-Time

Salary: Starting from SGD 6,500 per month

Industry: Logistics / Air Freight / Customs Clearance

Role Overview

The Customer Service Clearance Manager (Air Freight) is a senior leadership role responsible for overseeing customer service and customs clearance operations for air freight shipments. This position plays a strategic role in managing key customer relationships, ensuring regulatory compliance, and driving service excellence across time-sensitive air cargo operations. The role involves supervisory responsibilities, decision-making authority, and close coordination with regional and China-based stakeholders.

Key Responsibilities

. Lead and oversee customer service and customs clearance operations for air freight shipments.

. Supervise and manage customer service and clearance staff to ensure consistent service standards and operational efficiency.

. Serve as the senior escalation point for complex air freight clearance issues, urgent shipments, and high-value cargo.

. Develop and implement customer service and clearance strategies to improve turnaround times and customer satisfaction.

. Manage key air freight customer accounts and maintain strong long-term client relationships.

. Coordinate closely with airlines, ground handlers, customs brokers, and regulatory authorities.

. Ensure accurate, timely preparation and review of air freight and customs documentation in compliance with regulations.

. Communicate effectively with Mandarin-speaking customers, China headquarters, and overseas partners, as well as English-speaking stakeholders.

. Monitor, analyze, and report on air freight clearance KPIs, SLAs, and operational performance to management.

. Identify risks in air freight clearance operations and lead continuous improvement initiatives.

. Provide input into staffing, training, and performance evaluation of customer service and clearance teams.

. Ensure full compliance with company policies, aviation security requirements, and international trade regulations.

Requirements & Qualifications

. Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related discipline.

. At least 5-8 years of relevant experience in air freight logistics, customer service, and customs clearance operations.

. Proven experience in a supervisory or managerial role within air freight or trade compliance functions.

. Strong knowledge of air import/export procedures, customs regulations, and aviation security requirements.

. Demonstrated ability to manage key accounts and resolve complex, time-sensitive clearance issues.

. Strong bilingual communication skills in English and Mandarin (spoken and written) to support business communication with China-based customers and headquarters.

. Excellent leadership, stakeholder management, and decision-making skills.

. Ability to perform effectively in a fast-paced, deadline-driven air freight environment.

. Proficiency in Microsoft Office and air freight, customs, or ERP systems.

Why Join Us

This role offers a senior leadership opportunity within a growing China-based logistics organization with a strong focus on air freight operations. The successful candidate will play a strategic role in shaping customer service and clearance performance, with exposure to regional and international stakeholders and a competitive remuneration package aligned with Employment Pass requirements.