Customer Service Executive (Control Tower)

About the role

Airpak Express is looking for a hands-on Customer Service Executive – Freight, Courier & International Logistics to manage international shipments from customer enquiry through final delivery. The successful candidate should have practical logistics or freight forwarding experience and be comfortable coordinating air freight, ocean freight, international courier and door-to-door shipments. This role requires someone who can understand a customer's shipping requirements, source and compare rates, prepare quotations, follow up commercially, arrange shipments, prepare shipping documents and coordinate with carriers, co-loaders, overseas agents and last-mile partners until successful delivery. The candidate should be able to take ownership of the entire shipment journey, rather than handling only one part of the process.

Key responsibilities

• Attend to customer enquiries for international air freight, ocean freight, international courier and express shipments, door-to-door shipments, import and export shipments, airport-to-airport shipments, and cross-border logistics solutions
• Understand shipment requirements including origin, destination, commodity, weight, dimensions, urgency and delivery requirements
• Obtain quotations from airlines, shipping lines, co-loaders, courier companies, transporters and overseas agents
• Compare different service options, costs and transit times
• Prepare and send quotations to customers promptly and follow up actively on quotations to convert enquiries into confirmed shipments
• Coordinate international shipments from shipper's premises through to final consignee delivery, including origin collection, export documentation, international transportation, and destination delivery
• Prepare and issue House Air Waybills (HAWB) and coordinate Master Air Waybills (MAWB)
• Monitor every shipment milestone from pickup through final delivery and proactively manage shipment exceptions, customs delays, documentation issues or failed deliveries
• Communicate regularly with Airpak's overseas freight forwarding and logistics partners to arrange import/export handling and destination delivery requirements
• Work closely with the sales team to support new and existing customers and identify opportunities to cross-sell Airpak's courier, freight, fulfilment and logistics services

About you

• Minimum 1–3 years of freight forwarding, courier, logistics or customer service experience preferred
• Experience handling international shipments is highly advantageous
• Knowledge of air freight documentation and HAWB / MAWB preparation preferred
• Experience coordinating courier shipments with DHL, FedEx, UPS or similar carriers will be advantageous
• Able to obtain and compare quotations from carriers, co-loaders and overseas agents
• Familiar with basic Incoterms including EXW, FOB, CIF, DAP, DDP
• Understand basic freight concepts including actual weight, chargeable weight, volumetric weight, airport-to-airport, door-to-door, courier / express, freight consolidation
• Comfortable communicating with customers, overseas agents and logistics partners through email, telephone and messaging platforms
• Strong follow-up and problem-solving skills, able to handle multiple quotations and shipments simultaneously
• Strong attention to detail, customer-oriented and commercially minded, able to independently take ownership of shipments from enquiry through successful delivery