Senior Customer Service Officer

Location: Alps Avenue Salary: Basic up to $4,000 + AWS + Variable Bonus

Working Hours: Wednesday to Sunday | 9:00 AM – 6:00 PM

Company Transport Provided (Two-way): Sengkang | Tampines | Admiralty | Ang Mo Kio | Tanah Merah

Job Responsibilities

• Handle incoming calls and respond to customer enquiries promptly and professionally.
• Manage airfreight shipments and coordinate with customers, internal teams, vendors and overseas agents.
• Coordinate flight bookings with the procurement team.
• Check AWB/HAWB and other shipping documents for accuracy and compliance.
• Follow up on shipment discrepancies and documentation issues.
• Update shipment and customer information accurately in the system.
• Liaise with overseas agents on shipment requirements, freight rates and operational matters.
• Obtain customer approval on freight rates before shipment execution.
• Provide customers with timely flight details and shipment status updates.
• Monitor shipment uplift, transit and arrival to ensure timely delivery.
• Proactively update customers and destination stations on shipment delays or operational issues.
• Ensure compliance with customer SOPs, IATA requirements and shipping procedures.
• Prepare airfreight quotations based on customer requirements.
• Ensure job files are completed and closed within the required KPIs.
• Monitor shipment progress and work towards monthly and annual targets.
• Handle supplier invoice discrepancies and disputes.
• Escalate operational issues and work with the team to resolve discrepancies.
• Support team members with shipment execution when required.
• Ensure compliance with QHSE, company policies and applicable regulations.
• Perform other ad-hoc duties as assigned by the Supervisor/Manager.

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