Customer Solutions Executive, Air Freight

Responsibilities

• Execute airfreight import and export operations in accordance with established SOPs, manuals, quality standards, and KPI requirements.
• Coordinate and communicate effectively with customers, agents, suppliers, airlines, and internal stakeholders to ensure smooth shipment execution.
• Review shipment instructions and verify completeness and accuracy of shipment information prior to processing.
• Manage shipment milestones from booking through delivery, ensuring timely updates and proactive resolution of operational discrepancies.
• Create and maintain shipment records, including invoicing, accruals, status updates, and job file documentation within the Transport Management System.
• Coordinate cargo collection, transportation, customs clearance, and airline bookings based on shipment requirements and service commitments.
• Prepare and review shipping documentation, including Air Waybills (AWB), commercial invoices, packing lists, customs documentation, and special handling documentation where required.
• Monitor shipment performance, identify delays or deviations, and communicate corrective actions to relevant stakeholders.
• Ensure compliance with GDP, AEO, WHO Pharma Guidelines, company policies, and all applicable legal and regulatory requirements.
• Investigate and resolve operational issues escalated by internal teams, customers, suppliers, or agents.
• Maintain accurate records of shipment activities, including temperature monitoring, proof of delivery, and quality-related documentation.
• Support continuous improvement initiatives and contribute to operational excellence within the department.

Knowledge, Skills & Attributes

• Strong knowledge of freight forwarding, airfreight operations, trucking, and customs clearance processes.
• Familiarity with Transport Management Systems (TMS) and operational workflow systems.
• Understanding of pharmaceutical logistics, GDP requirements, and quality management systems is preferred.
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent interpersonal and communication skills with the ability to work effectively in a multicultural environment.
• Customer-focused with the ability to understand requirements and provide effective service solutions.
• Able to manage multiple priorities and perform effectively under pressure.
• Self-motivated, proactive, and capable of working independently with minimal supervision.
• Collaborative team player with a professional and positive working attitude.
• Good understanding of commercial and operational priorities within the logistics industry.