Air Freight Import/Export Customer Service Executive

Hatch Asia Consulting Pte Ltd; Singapore; On-site; SGD 45,000 - 73,000; Full time

Job summary

Hatch Asia Consulting Pte Ltd in Singapore seeks an experienced airfreight coordinator to manage end-to-end shipments, ensure compliance, and deliver high-quality customer service.

You will handle booking, documentation, and billing, liaise with airlines and ground handlers, supervise junior staff, and proactively resolve shipment issues while monitoring SLAs and KPIs.

Qualifications

• Experience with airfreight import processes and documentation.
• Ability to coordinate with airlines, ground handlers, and customs authorities.
• Strong communication with customers and carriers.
• Experience using Cargowise is preferred.

Responsibilities

• Manage end-to-end airfreight shipments including booking, docs, and billing.
• Act as primary customer contact for import/export shipments with updates and inquiries.
• Coordinate with airlines, ground handlers, trucking partners, and customs authorities.
• Monitor SLAs, KPIs, and internal procedures.
• Resolve delays and documentation discrepancies on complex shipments.
• Identify bottlenecks and propose process improvements.
• Maintain shipment records and regulatory documentation.
• Guide junior staff on airfreight procedures and documentation.

Skills

Airfreight knowledge

Customer communication

Team supervision

Tools

Cargowise

Job description

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