Customer Service Executive (Air Freight)

Duties & Responsibilities   Customer Service & Account Support   Respond promptly and professionally to customer inquiries relating to shipment bookings, cargo status, schedules, rates, and service requirements. 

Build and maintain strong customer relationships through regular communication and proactive support. 

Handle customer requests, complaints, and service recovery activities effectively and professionally. 

Monitor customer service performance and ensure agreed service standards are met. 

Shipment Coordination   Coordinate air export and import shipments with customers, airlines, ground handling agents, and overseas offices. 

Arrange cargo bookings and ensure space allocation with airlines. 

Monitor shipment milestones and provide timely updates to customers. 

Ensure smooth execution of shipment movements from booking to delivery. 

Documentation & Compliance   Prepare and verify shipping documents including: 

Air Waybills (AWB) 

House Air Waybills (HAWB) 

Master Air Waybills (MAWB) 

Cargo manifests 

Shipping instructions 

Customs-related documentation 

Ensure documentation accuracy and compliance with airline, customs, security, and regulatory requirements. 

Maintain proper records and filing of customer and shipment documentation. 

Operational Coordination   Work closely with Operations, Warehouse, Transportation, and Finance teams to ensure smooth shipment handling. 

Liaise with carriers, handling agents, and overseas network partners on shipment arrangements and issue resolution. 

Escalate operational issues and service disruptions promptly to management. 

Billing & Reporting   Verify operational charges and support billing processes. 

Assist in generating reports for shipment performance, customer service levels, and operational requirements. 

Support month-end closing activities related to customer accounts and shipment documentation. 

Continuous Improvement   Identify opportunities to improve customer experience and operational efficiency. 

Participate in customer service improvement initiatives and process enhancement projects. 

Ensure adherence to company policies, quality standards, and operational procedures.  

Essential Educational Background and/or Training Qualifications & Certificates   Diploma or Degree in Logistics, Supply Chain Management, Aviation Management, Business Administration, or related disciplines. 

DG Trained IATA / SAAA  

Working Experience & Knowledge / Technical Skills Preferred   Minimum 1 to 3 years of experience in customer service, freight forwarding, airfreight, aviation logistics, or supply chain operations. 

Fresh graduates with relevant internship experience may be considered 

Knowledge of airfreight import and export processes. 

Familiarity with airline cargo operations and logistics documentation. 

Understanding of customs and regulatory requirements is advantageous. 

Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook. 

Experience with CargoWise, freight forwarding systems, or airline cargo systems is an advantage. 

Personal Attributes / Behavioural Competencies   Strong customer service orientation.  

Excellent communication and interpersonal skills.  

Good problem-solving and coordination abilities.  

Ability to work under pressure in a fast-paced environment.  

Strong attention to detail and accuracy.  

Ability to manage multiple shipments and priorities simultaneously.  

Team player with a proactive and positive attitude.