Position: Airfreight, Customer Service Specialist, Import & Export
Location: AIA East Gateway
Key Responsibilities/ Challenges:
- Serve as the primary contact point for assigned customers, ensuring excellent service delivery.
- Receive, verify, and process customer orders before handing them over to Operations.
- Update and track shipment status proactively, ensuring transparency and a customer-centric service approach.
- Handle customer inquiries, special requests, irregularities, and complaints in a timely and professional manner.
- Oversee end-to-end processes, including documentation, coordination with carriers, customs compliance, billing, and job closure
- Coordinate closely with Airfreight Operations, Customs, and internal stakeholders to ensure timely shipment execution
- Support the billing process for shipments.
- Gross Profit monitoring
Qualification:
- Bachelor's Degree or higher in Logistics, Business Administration, or a related field.
- Minimum 3-4 years of experience in freight forwarding, specifically in airfreight; import experience strongly preferred.
- Experience with CargoWise (CW1) is an advantage.
- Solid understanding of customer service processes, systems, and operational flow.
- Strong ability to identify and fulfill customer needs with a friendly and professional approach.
- Excellent interpersonal skills with the ability to collaborate effectively across all organizational levels, including management.
- Good command of written and spoken English.
