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.