Customer Service Executive - Airfreight Import / Export

Job Summary

You will coordinate end-to-end airfreight import and export shipments, ensuring compliance with IATA regulations and customer requirements. Deliver timely updates, resolve operational issues, and support team performance to drive efficient shipment handling and customer satisfaction.

Responsibilities

• Respond professionally and efficiently to incoming customer calls to address shipment enquiries
• Provide timely and accurate shipment updates to customers, ensuring transparency throughout the process
• Apply knowledge of cargo handling requirements to ensure compliance with IATA regulations
• Coordinate air import and export shipments end-to-end with customers, overseas agents, airlines, and internal teams
• Arrange and coordinate flight bookings with relevant departments to secure timely shipment departures
• Review Air Waybills (AWB/HAWB) and shipping documentation to identify discrepancies or compliance issues
• Accurately update shipment information in the operating system to maintain data integrity
• Liaise with overseas offices and partners to clarify shipment requirements and negotiate freight rates
• Obtain customer approval for freight charges prior to shipment departure when required
• Provide customers with flight schedules, shipment tracking, and status updates to enhance service experience
• Ensure adherence to security regulations, documentation requirements, and internal KPIs to maintain operational standards
• Monitor shipment progress to ensure timely uplift, transit, and delivery, proactively communicating delays as needed
• Follow customer-specific SOPs and operational requirements to maintain consistent service quality
• Support monthly operational targets and departmental performance objectives through effective shipment coordination
• Assist team members with shipment coordination during peak periods or operational demands to ensure smooth workflow
• Prepare and provide accurate airfreight quotations upon customer request to facilitate decision-making
• Resolve supplier invoice discrepancies and billing issues to maintain financial accuracy
• Escalate operational issues promptly to appropriate stakeholders to enable timely resolution
• Perform other duties as assigned by the reporting manager to support team and business needs

Required competencies and certifications

• Diploma or Degree in a relevant discipline
• 2–4 years of experience in airfreight import and/or export operations within the freight forwarding industry
• Proficient command of written and spoken English to communicate effectively with stakeholders
• Strong communication, coordination, and customer service skills to manage client relationships and internal collaboration
• Ability to manage multiple shipments efficiently in a fast-paced environment to meet deadlines

Preferred competencies and qualifications

• Proficiency in Microsoft Office applications and freight forwarding systems to enhance operational efficiency