Customer Service Executive - Airfreight Import / Export
Harold Consultancy Pasir Ris Full-time
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.
Key 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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