Import / Export Customer Service Executive (Air Forwarding)

Roles & Responsibilities

· Manage end-to-end airfreight forwardingshipments, including booking, documentation, coordination with airlines andground handlers, customs clearance (for imports), export documentation,billing, and shipment closure.

· Act as the primary point of contact forcustomers regarding import and export shipments, providing timely updates,handling inquiries, and resolving operational issues.

· Coordinate with airlines, ground handlingagents, trucking partners, and customs authorities to ensure smooth shipmentexecution and compliance with regulations.

· Monitor and ensure compliance with service levelagreements (SLAs), key performance indicators (KPIs), and internal operationalprocedures.

· Take ownership of complex or high-valueshipments, proactively resolving delays, documentation discrepancies, orcustoms queries.

· Identify operational bottlenecks and recommendprocess improvements to enhance efficiency, accuracy, and customersatisfaction.

· Maintain accurate shipment records, reports, andregulatory documentation for internal, customer, and regulatory purposes.

· Support and guide junior customer service staffin airfreight forwarding procedures, shipment documentation, and bestpractices.

· Escalate unresolved customer or operationalissues to management, ensuring appropriate follow-up.

Required Skills & Competencies:

• Solid knowledge of airfreight import processes, documentation, and customs requirements.
• Strong operational and problem-solving skills, with the ability to manage multiple airfreight import shipments simultaneously.
• Excellent customer service skills with a professional and proactive approach.
• Good communication and coordination skills to work effectively with internal teams, carriers, and customers.
• Detail-oriented with strong organizational skills and ability to follow through on tasks independently.
• Previous hands-on experience in using Cargowise system is preferred.

Other Info

WorkingLocation: 40 Alps AvenueSingapore 498781

Workinghours: 0900hrs-1730hrs(Mon-Fri), 0900hrs-1300hrs (Alt Sat)

Tell employers what skills you have

Microsoft Office
Microsoft Excel
Interpersonal Skills
Customer Satisfaction
Team Player
Microsoft Word
Customer Service