Air Export Customer Service Officer

Company Overview

Morrison Express, established in 1972, is a global freight forwarder with 1,800+ employees and 70+ offices worldwide. We provide customized air, ocean, and ground freight solutions with advanced IT systems for end-to-end supply chain visibility.

Job Summary

The Air Export Customer Service Officer is responsible for coordinating and supporting end-to-end freight forwarding operations while delivering excellent service to customers. This role acts as the primary point of contact for clients, liaising with internal teams, carriers, and overseas agents to ensure smooth shipment execution, accurate documentation, and timely communication throughout the logistics process.

The ideal candidate is detail-oriented, customer-focused, and able to manage multiple shipments simultaneously in a fast-paced environment.

• Manage export airfreight bookings from customers and overseas agents to ensure accurate shipment processing
• Coordinate shipment activities with airlines, truckers, and warehouse teams to maintain smooth operations
• Apply customers' SOPs and requirements to ensure service compliance and customer satisfaction
• Respond promptly and effectively to all customer enquiries to maintain high service standards
• Ensure shipments comply with airline, IATA, customs, and company regulations to avoid delays and penalties
• Monitor cargo cut-off times, flight schedules, and shipment status to proactively manage logistics timelines
• Manage customer and company portals to provide traceability and real-time shipment updates
• Build and maintain positive relationships with internal teams and external stakeholders to facilitate collaboration
• Identify and resolve shipment issues such as delays, rollovers, documentation discrepancies, or rate disputes to minimize disruptions
• Support invoicing and cost control processes by providing accurate shipment and cost data
• Review permit reports and ensure all shipments are properly declared to comply with regulatory requirements
• Submit documentation for permit declarations accurately and timely to avoid shipment delays
• Comply with AED requirements and maintain basic knowledge of customs export regulations to support export compliance
• Update shipment uplifting timing in reports and systems to track cargo movements precisely
• Communicate shipment status updates to internal and external stakeholders to ensure transparency
• Perform any adhoc duties assigned by the Supervisor or Manager to support team objectives

• Experience handling Dangerous Goods shipments to enhance compliance and safety
• Proficiency with CargoWise One system to improve operational efficiency
• Willingness and ability to perform shift work and overtime on weekends to meet business needs