Airfreight, Customer Service Specialist (Freight Forwarder)

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.