Air Import / Export Customer Service Executive

About the role

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

Key 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
• Act as the primary point of contact for customers regarding import and export shipments, 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 compliance with regulations
• Monitor and ensure compliance with service level agreements (SLAs), key performance indicators (KPIs), and internal operational procedures
• Take ownership of complex or high-value shipments, 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
• Escalate unresolved customer or operational issues to management, ensuring appropriate follow-up

About you

• 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