The Airfreight Customer Service Senior Executive is responsible for managing end-to-end import and export airfreight shipments, ensuring timely, accurate, and efficient service delivery. This role requires strong knowledge of freight forwarding operations, shipment documentation, customs procedures, and coordination with customers, airlines, and internal stakeholders.
Working Hours
- Monday to Friday: 9:00 AM - 5:30 PM
- Alternate Saturday: 9:00 AM - 1:00 PM
Benefits
- Annual Wage Supplement (AWS)
- Variable Bonus (VB)
- Annual Salary Increment
- Company Transport Provided
- Comprehensive Medical Benefits
The Job:
- Manage end-to-end airfreight import and export shipments, including booking, documentation, customs clearance, billing, and shipment completion.
- Serve as the main point of contact for customers, providing shipment updates, handling enquiries, and resolving operational issues promptly.
- Coordinate with airlines, ground handlers, trucking partners, customs authorities, and internal teams to ensure smooth shipment execution.
- Ensure compliance with customer requirements, company SOPs, SLAs, KPIs, and regulatory requirements.
- Proactively resolve shipment delays, documentation discrepancies, customs issues, and other operational exceptions.
- Prepare and maintain accurate shipment records, reports, and documentation.
- Identify process improvement opportunities to enhance operational efficiency and customer satisfaction.
- Support and guide junior team members on airfreight procedures and best practices.
- Escalate complex operational or customer issues to management when necessary.
The Talent:
- Diploma or Degree in Logistics, Supply Chain, Business, or a related discipline.
- Minimum 3 years of experience in airfreight forwarding, handling both import and export operations.
- Good knowledge of airfreight documentation, customs regulations, and freight forwarding processes.
- Strong customer service, communication, and coordination skills.
- Able to manage multiple shipments and prioritize tasks in a fast-paced environment.
- Detail-oriented with strong problem-solving and organizational skills.
- Proficient in Microsoft Office applications.
- Experience with CargoWise is a must.
