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.