Freight Forwarding Manager - Air Freight

Worldgate Express Services Sdn Bhd; George Town; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

EPF

SOCSO

Medical Leave

Health Insurance

Compassionate Leave

Company Activities

Additional Annual Leave

Job summary

Worldgate Express Services Sdn Bhd is seeking an experienced Air Freight Customer Service Supervisor in Penang. The role focuses on leading the CS team for import/export shipments, ensuring accuracy, timeliness, and strong coordination with airlines, agents and customers.

You will monitor workloads, resolve urgent operational issues, manage complaints, and drive service quality to meet KPIs. The position requires adept leadership and effective communication under pressure.

Qualifications

• Minimum 5 years’ experience in freight forwarding, with supervisory/managerial experience preferred.
• Strong hands-on experience in Air Freight Import & Export customer service and operations.
• Good knowledge of AWB documentation, airline booking, customs procedures, KLIA cargo operations and shipment coordination.

Responsibilities

• Lead and manage the Air Freight Customer Service team covering import and export shipments.
• Oversee daily air freight activities and ensure shipments are handled accurately and on time.
• Coordinate with customers, airlines, overseas agents, operations, customs and other service providers.
• Monitor bookings, flight schedules, documentation, cargo movements and shipment status.
• Handle customer enquiries, complaints, shipment delays and operational issues promptly.
• Ensure all AWB and shipping documentation is accurate and compliant with requirements.
• Monitor team workload, productivity, service quality and departmental KPIs.
• Coach and guide team members to improve performance and service standards.

Skills

Freight forwarding

Air Freight import/export

Leadership / supervision

Customer service

Problem solving

Communication

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Minimum 5 years’ experience in freight forwarding, with supervisory/managerial experience preferred.

Strong hands-on experience in Air Freight Import & Export customer service and operations.

Good knowledge of AWB documentation, airline booking, customs procedures, KLIA cargo operations and shipment coordination.

Able to lead and manage the CS team, monitor workload, service quality and performance.

Strong in customer/agent management, complaint handling and problem-solving.

Able to handle urgent shipments, delays, offloads and other operational issues independently.

Good communication, leadership and interpersonal skills.

Able to work under pressure and attend to urgent operational matters when required.

Requirement

• Minimum 5 years’ experience in freight forwarding, with supervisory/managerial experience preferred.
• Strong hands-on experience in Air Freight Import & Export customer service and operations.
• Good knowledge of AWB documentation, airline booking, customs procedures, KLIA cargo operations and shipment coordination.
• Able to lead and manage the CS team, monitor workload, service quality and performance.
• Strong in customer/agent management, complaint handling and problem-solving.
• Able to handle urgent shipments, delays, offloads and other operational issues independently.
• Good communication, leadership and interpersonal skills.
• Able to work under pressure and attend to urgent operational matters when required.

Responsibility

• Lead and manage the Air Freight Customer Service team covering import and export shipments.
• Oversee daily air freight activities and ensure shipments are handled accurately and on time.
• Coordinate with customers, airlines, overseas agents, operations, customs and other service providers.
• Monitor bookings, flight schedules, documentation, cargo movements and shipment status.
• Handle customer enquiries, complaints, shipment delays and operational issues promptly.
• Ensure all AWB and shipping documentation is accurate and compliant with requirements.
• Monitor team workload, productivity, service quality and departmental KPIs.
• Coach and guide team members to improve performance and service standards.
• Work closely with Sales and other departments to meet customer and operational requirements.
• Maintain good relationships with customers, airlines, agents and business partners.
• Perform other duties assigned by Management.

Benefits

• EPF
• SOCSO
• Medical Leave
• Health Insurance
• Compassionate Leave
• Company Activities
• Additional Annual Leave

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