Air Freight Import/Export Customer Service Executive

Job Summary

Manage and coordinate end-to-end airfreight forwarding shipments, ensuring compliance, operational efficiency, and excellent customer service while supporting junior staff and resolving shipment issues.

Responsibilities

• Manage end-to-end airfreight forwarding shipments, including booking, documentation, coordination with airlines and ground handlers, customs clearance for imports, export documentation, billing, and shipment closure
• Serve as the primary contact for customers on import and export shipments by providing timely updates, handling inquiries, and resolving operational issues
• Coordinate with airlines, ground handling agents, trucking partners, and customs authorities to ensure smooth shipment execution and regulatory compliance
• Monitor and enforce compliance with service level agreements (SLAs), key performance indicators (KPIs), and internal operational procedures
• Take ownership of complex or high-value shipments by proactively resolving delays, documentation discrepancies, or customs queries
• Identify operational bottlenecks and recommend process improvements to enhance efficiency, accuracy, and customer satisfaction
• Maintain accurate shipment records, reports, and regulatory documentation for internal, customer, and regulatory purposes
• Support and guide junior customer service staff in airfreight forwarding procedures, shipment documentation, and best practices

Preferred competencies and qualifications

• Previous hands-on experience using the Cargowise system is preferred
• Solid knowledge of air freight import processes, documentation and customer requirements
• Good communication skills to work effetively with internal and external customers and carriers