Customer Service Executive - Airfreight Import / Export

About the Role Our client is seeking an experienced Airfreight Customer Service Executive to join their dynamic team. In this role, you will be responsible for managing end-to-end air shipment processes covering either import OR export operations. You will serve as a key liaison between internal stakeholders, customers, overseas agents, and vendors. Key Responsibilities • Answer all incoming calls promptly and courteously. • Respond to customer enquiries in a timely manner. • Apply basic knowledge of cargo commodities in accordance with IATA rules and regulations. • Handle Air Import OR Export shipment coordination with multiple internal and external stakeholders regarding shipment requirements. • Coordinate flight bookings with the procurement team. • Review AWB/HAWB and other necessary shipping documents; inform customers and overseas agents of any discrepancies or non-compliance. • Ensure all data is updated accurately in the system. • Liaise with overseas agents on requirements and rates. • Obtain rate approval from customers prior to shipment departure. • Provide flight details and freight status updates to customers promptly. • Ensure compliance with AED requirements and job file closures within KPI timelines. • Monitor shipment uplift and transit to ensure timely arrival/delivery to consignees; update shippers and destination stations on any delays. • Maintain a good understanding of customer SOPs and shipment handling requirements, ensuring compliance prior to shipping to achieve customer satisfaction. • Monitor progress to meet month-end targets, annual objectives, and KPIs. • Support colleagues in shipment execution when required. • Provide airfreight quotations upon request. • Handle supplier invoice disputes. • Escalate issues or concerns requiring broader attention or resolution in a timely manner. • Perform other ad-hoc tasks as assigned by the Supervisor/Manager. • Requirements: • Minimum Diploma / Degree. • 2-4 years of experience in airfreight forwarding (import and/or export). • Good written and spoken English. • Excellent communication and interpersonal skills. To Apply (via Harold Consultancy) For a confidential discussion, please submit your detailed CV to Dennis Wee at hello@haroldconsultancy.com.