Air Import Customer Service [ Cargowise Exp ]

Align Recruitment Pte Ltd; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

Align Recruitment Pte Ltd is seeking an Import or Export Customer Service professional for the Alps Ave area near Changi Airport. The role covers end-to-end airfreight shipments, including bookings, documentation, and customs coordination for imports and exports.

You will be the primary contact for customers, providing timely updates, resolving operational issues, and ensuring compliance with SLAs and KPIs. A strong knowledge of airfreight processes and Cargowise One is preferred.

Qualifications

• Experience in airfreight forwarding and customer service.
• Ability to manage end-to-end shipments and coordinate with partners.
• Familiarity with import/export processes and compliance basics.

Responsibilities

• Manage end-to-end airfreight forwarding shipments from booking to shipment closure.
• Serve as main contact for import and export customers, providing updates and resolving issues.
• Coordinate with airlines, ground handlers, trucking partners, and customs.
• Monitor SLAs and KPIs, ensuring compliance with procedures.
• Own complex shipments and resolve delays or documentation issues.
• Identify bottlenecks and suggest process improvements.
• Maintain shipment records and regulatory documentation.
• Support and guide junior staff in airfreight procedures.
• Escalate unresolved issues to management with follow-up.

Skills

Customer service

Airfreight knowledge

Problem solving

Tools

Cargowise One

Job description

Position: Import or Export Customer Service
Working Day: Mon-Sat | 9am-5.30pm | 9am-1pm (Alt Sat)
Working Location: Alps Ave (nearest MRT Changi Airport)

Job 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.

Qualifications & Requirements:

• Relevant working experience.
• Must have Cargowise One system experience.