Customer Service Executive (Air Freight)

KAS AVIATION (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

KAS AVIATION (SINGAPORE) PTE. LTD. is seeking an organized Customer Service & Account Support professional to manage shipment bookings, keep customers informed, and ensure service quality across air freight operations in Singapore.

The role covers shipment coordination, documentation, billing support, and continuous improvement, requiring 1–3 years in logistics or airfreight, with DG IATA/SAAA training advantages and proficiency in CargoWise, Excel, Word, and Outlook.

Qualifications

• Diploma/degree in logistics or related field preferred.
• DG trained IATA/SAAA certifications advantageous.
• 1–3 years in customer service, freight forwarding, or aviation logistics.

Responsibilities

• Respond to customer inquiries on bookings, status, rates, and service needs.
• Coordinate air export/import shipments with customers and partners.
• Prepare and verify shipping documents (AWB, HAWB, MAWB, manifests).
• Ensure documentation accuracy and regulatory compliance.
• Support billing, reporting, and month-end close activities.
• Identify improvements to enhance customer experience and operations.
• Collaborate with Operations, Warehouse, Transportation, and Finance.

Skills

Customer service

Communication

Problem solving

Attention to detail

Multitasking

Team player

Education

Diploma/Degree in Logistics or related

IATA/SAAA DG trained

Tools

CargoWise

Freight forwarding systems

Airline cargo systems

Excel

Word

Outlook

Job description

Duties & Responsibilities

Customer Service & Account Support

• Respond promptly and professionally to customer inquiries relating to shipment bookings, cargo status, schedules, rates, and service requirements.
• Build and maintain strong customer relationships through regular communication and proactive support.
• Handle customer requests, complaints, and service recovery activities effectively and professionally.
• Monitor customer service performance and ensure agreed service standards are met.

Shipment Coordination

• Coordinate air export and import shipments with customers, airlines, ground handling agents, and overseas offices.
• Arrange cargo bookings and ensure space allocation with airlines.
• Monitor shipment milestones and provide timely updates to customers.
• Ensure smooth execution of shipment movements from booking to delivery.

Documentation & Compliance

• Prepare and verify shipping documents including:
  • Air Waybills (AWB)
  • House Air Waybills (HAWB)
  • Master Air Waybills (MAWB)
  • Cargo manifests
  • Shipping instructions
  • Customs-related documentation
• Ensure documentation accuracy and compliance with airline, customs, security, and regulatory requirements.
• Maintain proper records and filing of customer and shipment documentation.

Operational Coordination

• Work closely with Operations, Warehouse, Transportation, and Finance teams to ensure smooth shipment handling.
• Liaise with carriers, handling agents, and overseas network partners on shipment arrangements and issue resolution.
• Escalate operational issues and service disruptions promptly to management.

Billing & Reporting

• Verify operational charges and support billing processes.
• Assist in generating reports for shipment performance, customer service levels, and operational requirements.
• Support month-end closing activities related to customer accounts and shipment documentation.

Continuous Improvement

• Identify opportunities to improve customer experience and operational efficiency.
• Participate in customer service improvement initiatives and process enhancement projects.
• Ensure adherence to company policies, quality standards, and operational procedures.

Essential Educational Background and/or Training Qualifications & Certificates

• Diploma or Degree in Logistics, Supply Chain Management, Aviation Management, Business Administration, or related disciplines.
• DG Trained IATA / SAAA

Working Experience & Knowledge / Technical Skills Preferred

• Minimum 1 to 3 years of experience in customer service, freight forwarding, airfreight, aviation logistics, or supply chain operations.
• Fresh graduates with relevant internship experience may be considered
• Knowledge of airfreight import and export processes.
• Familiarity with airline cargo operations and logistics documentation.
• Understanding of customs and regulatory requirements is advantageous.
• Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
• Experience with CargoWise, freight forwarding systems, or airline cargo systems is an advantage.

Personal Attributes / Behavioural Competencies

• Strong customer service orientation.
• Excellent communication and interpersonal skills.
• Good problem-solving and coordination abilities.
• Ability to work under pressure in a fast-paced environment.
• Strong attention to detail and accuracy.
• Ability to manage multiple shipments and priorities simultaneously.
• Team player with a proactive and positive attitude.