Customer Service Executive - Airfreight Export (Aerospace)

About our Client

Our client is a world-class supply chain solutions provider, serving large and medium-sized national and multinational companies across the globe. As an industry leader, they offer complete supply chain design and implementation in contract logistics and freight management—either as standalone services or in combination.

Key Responsibilities

• Customer Engagement: Answer all incoming calls promptly and courteously. Respond to customer export enquiries in a timely manner, providing clear guidance on routing, documentation, and regulatory requirements.
• Regulatory & Commodity Knowledge: Apply expert knowledge of aerospace cargo commodities in strict accordance with IATA Dangerous Goods Regulations (DGR), export control laws, and special handling protocols for sensitive aviation assets.
• Export Shipment Coordination: Manage all air export shipments from origin to uplift, coordinating with multiple internal stakeholders (warehouse, compliance, procurement) and external partners (carriers, ground handlers, customs brokers) to ensure seamless execution.
• Flight Booking & Capacity Planning: Coordinate flight bookings with the procurement team, securing optimal routings and capacity for time-sensitive aerospace exports, including ad-hoc charters when required.
• Documentation Review & Compliance: Review AWB/HAWB, shipper’s letters of instruction, and all required aerospace-specific export documents (e.g., FAA 8130-3, EASA Form 1, end-user certificates). Proactively inform customers and overseas agents of any discrepancies or non-compliance prior to departure.
• Data Accuracy: Ensure all export shipment data—including commodity descriptions, weights, dimensions, and HS codes—is accurately updated in the system in real-time.
• Agent Liaison & Rate Management: Liaise with overseas agents on destination requirements, pre-alerts, and competitive export rates. Obtain formal rate approval from customers prior to shipment departure.
• Proactive Status Updates: Provide flight details, export clearance status, and freight tracking updates to customers promptly and professionally.
• KPI & AED Compliance: Ensure compliance with AED (Advanced Export Declaration) requirements and complete job file closures within KPI timeframes.
• Transit Monitoring: Monitor shipment uplift and transit milestones vigilantly. Immediately update shippers and destination stations on any delays or irregularities affecting export deliveries.
• SOP Adherence: Maintain a thorough understanding of customer-specific SOPs for aerospace export handling—including packaging, labeling, security protocols, and temperature control—ensuring 100% compliance prior to shipping to achieve customer satisfaction.
• Target Achievement: Monitor progress to meet month-end export volume targets, annual objectives, and individual KPIs.
• Team Support: Support colleagues in shipment execution during peak periods or staff absences.
• Quoting & Financials: Provide accurate airfreight export quotations upon request, incorporating all applicable surcharges. Handle supplier invoice disputes efficiently.
• Issue Escalation: Escalate operational, compliance, or commercial issues requiring broader attention to the Supervisor/Manager in a timely manner.
• Ad-Hoc Duties: Perform other tasks as assigned by the Supervisor/Manager.

QHSE Responsibilities:

• Process Standards: Participate in setting up and following up on internal standard procedures to enhance productivity, transparency, and safety within aerospace export operations.

• Risk Management: Maintain acceptable health, safety, and environmental risk levels within your area of responsibility, particularly when handling oversized or hazardous aerospace materials.

• Legal Compliance: Ensure all export activities comply fully with applicable legal, customs, aviation security, and aerospace regulatory requirements.
  

  Requirements:

  • Minimum Diploma / Degree.

  • 2-4 years of experience in airfreight forwarding

  • Good written and spoken English & Mandarin.

  • Excellent communication and interpersonal skills.

  To Apply (via Harold Consultancy)

  For a confidential discussion, please submit your detailed CV to Dennis Wee at [email protected].