Airfreight Forwarding Customer Service (Import/Export/ Japan MNC) AL70

Job Summary:

The Airfreight Customer Service Senior Executive (Import/Export) in Freight Forwarding is responsible for managing end-to-end airfreight shipments on behalf of customers, ensuring timely, accurate, and high-quality service delivery. This role requires strong knowledge of airfreight forwarding operations, shipment documentation, customs regulations, and coordination with carriers, ground handling agents, and internal teams.

Key Responsibilities:

• Manage end-to-end airfreight forwarding shipments, including booking, documentation, coordination with airlines and ground handlers, customs clearance (for imports), export documentation, billing, and shipment closure.

• Act as the primary point of contact for customers regarding import and export shipments, providing timely updates, handling inquiries, and resolving operational issues.

• Coordinate with airlines, ground handling agents, trucking partners, and customs authorities to ensure smooth shipment execution and compliance with regulations.

• Monitor and ensure compliance with service level agreements (SLAs), key performance indicators (KPIs), and internal operational procedures.

• Take ownership of complex or high-value shipments, proactively resolving delays, documentation discrepancies, or customs queries.

• Identify operational bottlenecks and recommend process improvements to enhance efficiency, accuracy, and customer satisfaction.

• Maintain accurate shipment records, reports, and regulatory documentation for internal, customer, and regulatory purposes.

• Support and guide junior customer service staff in airfreight forwarding procedures, shipment documentation, and best practices.

• Escalate unresolved customer or operational issues to management, ensuring appropriate follow-up.

Required Skills & Competencies:

• Solid knowledge of airfreight import processes, documentation, and customs requirements.

• Strong operational and problem-solving skills, with the ability to manage multiple airfreight import shipments simultaneously.

• Excellent customer service skills with a professional and proactive approach.

• Good communication and coordination skills to work effectively with internal teams, carriers, and customers.

• Detail-oriented with strong organizational skills and ability to follow through on tasks independently.

• Previous hands-on experience in using Cargowise system is preferred.

HOW TO APPLY:

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