Customer Service Officer - Air Export

About the role

This position manages air export shipments from start to finish, ensuring seamless coordination, regulatory compliance, and high-quality customer service. The role requires proactive communication with clients, agents, and internal teams, alongside strict adherence to operational KPIs and QHSE standards.

Key Responsibilities

Client Engagement & Communication

• Handle all incoming calls with professionalism and a customer-first approach.

• Deliver prompt, clear responses to customer questions and requests.

• Keep customers regularly updated on flight schedules and cargo status.

• Know and apply each client's SOPs and handling instructions to ensure service excellence.

Shipment Coordination & Documentation

• Oversee all operational aspects of air export shipments, working closely with multiple stakeholders.

• Partner with procurement to arrange flight space and bookings.

• Use IATA knowledge to assess cargo commodities and ensure regulatory compliance.

• Examine AWB/HAWB and supporting documents; identify and report errors or non-compliance to customers and overseas agents.

• Enter and maintain accurate shipment records in the company system.

• Communicate with overseas agents on service requirements and pricing.

• Secure customer rate approvals before departure.

Tracking, Compliance & Performance

• Track uplift and transit progress, notifying shippers and destination offices of any delays.

• Meet all AED compliance requirements and close job files within KPI deadlines.

• Work toward monthly, annual, and KPI performance goals.

• Assist team members with shipment processing during high-volume periods.

General & Administrative Support

• Prepare airfreight cost quotes as requested.

• Resolve supplier billing disputes efficiently.

• Raise issues that need management attention or cross-functional input without delay.

• Take on additional tasks assigned by the Supervisor/Manager.

QHSE Obligations

• Contribute to establishing and improving internal procedures to boost efficiency and visibility.

• Keep health, safety, and environmental risks within acceptable limits in your work area.

• Follow all applicable legal requirements and company policies.

  Requirements

  Minimum Diploma / Degree.

  1-2 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 ***email_hidden***.