Operations Assistant, Air Freight, Import Customer Service, Singapore

JOB OVERVIEW

Responsible for managing end-to-end import shipment operations and customer account activities to ensure timely cargo movement, regulatory compliance, and service excellence. The role oversees shipment execution, customer requirements, billing activities, stakeholder coordination, issue resolution, reporting, and operational support across multiple internal and external parties while ensuring adherence to customer SOPs and company processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Shipment Operations & Coordination

• Manage end-to-end import shipments for key accounts including Credit, Non-Credit, COD, and DDU customers from origin to Singapore delivery.

• Extract shipment pre-alerts from email/ODM, upload data into WFS, and execute shipments according to customer SOP requirements.

• Process shipment activities through Tango system, including updating CUS/TUR and generating delivery instructions.

• Coordinate with overseas stations, airlines, terminals, transport providers, contractors, and vendors to ensure smooth shipment movement and cargo clearance.

• Liaise with Export team on re-export shipment arrangements.

• Support cargo clearance processes at terminals and agent warehouses.

Customer Service & Exception Handling

• Respond to customer inquiries and resolve shipment-related issues and complaints in a timely and professional manner.

• Handle shipment exceptions including cargo discrepancies, short-landed cargo, damages, survey arrangements, and special transportation requirements.

• Support urgent shipment communications with customers and origin stations outside normal office hours where required.

Special Cargo & Compliance Management

• Manage pharmaceutical cold chain shipments, valuable cargo, strong room storage, and escorted cargo requiring enhanced monitoring and status updates.

• Process customer permits submitted via external forwarders by updating permit information, HS codes, descriptions, and documentation into relevant systems for submission.

• Ensure compliance with internal and regulatory requirements throughout shipment handling.

Billing, Customer Setup & Reporting

• Create new customer accounts through Finance systems.

• Generate COD invoices including GST and local handling charges for applicable customers.

• Coordinate with Finance and SGBS teams for COD and customer creation processes.

• Prepare and maintain customer operational reports (daily/weekly), origin discrepancy reports, and KPI reporting.

Business Support

• Handle SME and Connect4air quotations with origin stations and customers.

• Support insurance application processing on behalf of customers.

• Coordinate with IT and support teams regarding system-related issues.

• Provide operational backup coverage during team members leave periods while maintaining own account responsibilities.

• Perform additional duties assigned by management.

• Any other tasks as and when assigned by management.

• Any other job-related tasks as assigned by the superior.

• Adherence to the Code of Conduct policy of the DSV Group.

SPECIFIC ACCOUNTABILITIES

• Ensure shipment execution meets customer SOPs and operational KPIs.

• Maintain shipment visibility and provide timely updates to stakeholders.

• Ensure billing accuracy and compliance with customer and company requirements.

• Drive effective communication across internal and external stakeholders.

• Maintain operational documentation and reporting accuracy.

• Support business continuity through cross-functional backup support.

FUNCTION/ BUSINESS ACUMEN

• Understanding of freight forwarding, import operations, cargo handling, and supply chain processes.

• Knowledge of air freight shipment workflows and customs-related documentation.

• Ability to manage multiple customer accounts while maintaining service standards.

• Strong problem-solving and stakeholder management capabilities.

• Familiarity with shipment systems, reporting tools, and operational KPIs.

• Awareness of handling requirements for special cargo categories.

QUALIFICATIONS

• Strong customer service and communication skills.

• Good coordination and stakeholder management capabilities.

• Ability to work under pressure and manage multiple priorities.

• Strong attention to detail and problem-solving mindset.

• Proficiency in Microsoft Office applications and operational systems.

• Experience using logistics platforms (e.g., WFS, Tango or equivalent systems) preferred.

• Ability to work independently and collaboratively across teams.

EDUCATION AND/ OR EXPERIENCE

• Diploma or Degree in Logistics, Supply Chain Management, Business Administration, or related field preferred.

• Minimum 2-5 years of experience in freight forwarding, air freight operations, import/export operations, or logistics customer service.

• Experience handling key accounts, shipment coordination, and billing activities is preferred.

• Experience managing special cargo handling (e.g., pharmaceutical cold chain, valuable cargo) is advantageous.

• Education can be compensated with relevant working experience.

WORKING LOCATION

20 Alps Avenue, Airport Logistics Park of Singapore, Singapore 498747

WORKING HOURS

5.25 days week with alternate Saturday off.