Airfreight Customer Service (Import/Export) [SL]

WECRUIT PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

WECRUIT PTE. LTD. in Singapore is seeking an experienced professional to manage end-to-end airfreight forwarding operations. The role involves acting as the primary contact for airfreight shipments, coordinating with airlines and customs, and monitoring operational performance to meet service standards.

The ideal candidate will take ownership of complex shipments, contribute to process improvements, and ensure accurate documentation. The position offers the opportunity to guide junior staff and escalate operational issues as needed.

Responsibilities

• Manage end-to-end airfreight forwarding operations.
• Serve as the primary customer contact for airfreight shipments.
• Coordinate closely with airlines and customs authorities.
• Monitor operational performance against SLAs and KPIs.
• Take ownership of complex or high-value shipments.
• Identify operational inefficiencies for process improvement.
• Maintain accurate shipment records and regulatory documentation.
• Provide guidance to junior staff on forwarding procedures.
• Escalate unresolved customer issues to management.

Job description

Responsibilities

• 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.