Airfreight Customer Service (Import/Export) [SL]

WECRUIT PTE. LTD.; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

WECRUIT PTE. LTD. is seeking a logistics professional to manage end-to-end airfreight forwarding operations. You will handle bookings, shipment documentation, and coordination with airlines and ground handlers, ensuring compliance and timely updates for customers.

You will also oversee customs clearance for imports/exports, billing, and closure of shipments while maintaining accuracy and reporting. Guidance to junior staff and escalation when needed are key parts of the role.

Qualifications

• Experience in end-to-end airfreight operations and documentation.
• Ability to communicate with airlines, ground handlers, and customs authorities.
• Strong focus on accuracy, compliance, and timely updates to customers.

Responsibilities

• Manage end-to-end airfreight forwarding operations including bookings and documentation.
• Serve as primary customer contact for airfreight shipments, providing timely updates and resolving issues.
• Coordinate with airlines, ground handlers, trucking partners, and customs authorities for compliant execution.
• Monitor performance against SLAs, KPIs, and internal procedures to maintain service quality.
• Take ownership of complex, time-sensitive shipments and resolve delays and discrepancies.
• Identify inefficiencies and contribute to process improvements for accuracy and customer satisfaction.
• Maintain complete shipment records and regulatory documentation.
• Provide guidance to junior staff on procedures and best practices.
• Escalate unresolved issues to management and ensure follow-up actions.

Skills

Airfreight operations

Customer service

Documentation accuracy

Issue resolution

Coordination & communication

Tools

Airfreight booking systems

Customs clearance systems

Job description

• Manage end-to-end airfreight forwarding operations, including bookings, shipment documentation, coordination with airlines and ground handling agents, customs clearance for imports, export documentation, billing, and job closure.
• Serve as the primary customer contact for airfreight import and export shipments, providing timely updates, addressing inquiries, and resolving operational issues.
• Coordinate closely with airlines, ground handlers, trucking partners, and customs authorities to ensure compliant and efficient shipment execution.
• Monitor operational performance against SLAs, KPIs, and internal procedures to maintain service quality standards.
• Take ownership of complex, time-sensitive, or high-value shipments, proactively resolving delays, documentation discrepancies, and customs-related issues.
• Identify operational inefficiencies and contribute to process improvement initiatives to enhance accuracy, efficiency, and customer satisfaction.
• Maintain accurate and complete shipment records, reports, and regulatory documentation in accordance with internal and external requirements.
• Provide guidance and support to junior customer service staff on airfreight forwarding procedures, documentation standards, and best practices.
• Escalate unresolved customer or operational issues to management and ensure appropriate follow-up actions.