Senior Customer Service Executive – Airfreight Export

Location: Singapore

Managed by: Harold Consultancy

About our Client

Our client is a world-class supply chain solutions provider, serving large and medium-sized national and multinational companies across the globe. As an industry leader, they offer complete supply chain design and implementation in contract logistics and freight management—either as standalone services or in combination.

About the role

Our client is seeking an experienced Senior Airfreight Customer Service Executive to join their dynamic team. In this role, you will be responsible for managing end-to-end air shipment processes, serving as a key liaison between internal stakeholders, customers, overseas agents, and vendors.

1. Customer Service & Communication

• Answer all incoming calls promptly and politely.
• Respond to customer enquiries promptly.
• Provide flight details and freight status updates to customers in a timely manner.
• Possess pleasant personality and be a good team player.

1. Operational & Documentation

• Handle all air shipment interfaces with multiple stakeholders (internal and external customers/vendors) on shipment requirements.
• Book flights with the procurement team.
• Check AWB/HAWB and all other necessary shipping documents; provide feedback to customers and overseas agents on any discrepancy or non-compliance.
• Ensure all data is updated correctly in the system.
• Liaise with overseas agents on various requirements and rates.
• Obtain rate approval from customer before shipment execution.
• Monitor shipment uplift and transit to ensure timely arrival/delivery to consignee; update shippers and destination stations on any shipment delays.
• Ensure AED compliance and job file closure within KPI.
• Resolve discrepancies through team effort by working with teammates on resolution.
• Support others on shipment execution when necessary.

1. Compliance & Subject Matter Expertise

• Apply substantial knowledge of cargo commodities as per IATA rules and regulations.
• Demonstrate good understanding of customer SOPs and shipment handling requirements, ensuring compliance prior to shipping to achieve customer satisfaction.
• Dangerous Goods Regulations (DGR) trained will be an advantage.

1. Commercial & Administrative

• Provide airfreight quotations upon request.
• Monitor progress to achieve month-end targets, annual objectives, and KPIs.
• Take charge of supplier invoice disputes.
• Timely escalation of issues/concerns that require broader attention and resolution.
• Take on all other ad-hoc tasks delegated by Supervisor/Manager.

1. QHSE Responsibilities

• Participate in the set-up and follow-up of internal standard procedures to enhance productivity and transparency.
• Maintain acceptable Health, Safety and Environmental risk levels in your area of responsibility.
• Ensure compliance with applicable legal requirements.

• Diploma / Degree preferred.
• Minimum 5 years of experience in freight forwarding.
• Proficient in MS Office and ability to work independently.
• Possess excellent communication, interpersonal, and problem-solving skills.
• Pleasant personality and a good team player.
• Dangerous Goods Regulations (DGR) trained will be an advantage.

To Apply (via Harold Consultancy)

For a confidential discussion, please submit your detailed CV to Dennis Wee at hello@haroldconsultancy.com.