Customer Service Executive - Airfreight Export

Harold Express; Singapore; Vor Ort; SGD 36.000 - 48.000; Vollzeit

Zusammenfassung

Harold Express in Singapore is seeking a proactive Customer Service Executive to join our airfreight forwarding team. You will answer calls, respond to inquiries, and coordinate shipments with internal and external stakeholders.

The role requires applying IATA knowledge, reviewing documents, updating systems, liaising with overseas agents, and ensuring timely updates while meeting KPIs. Overtime may be required; strong English and excellent communication are essential.

Qualifikationen

• 1–2 years of customer service experience; airfreight forwarding experience is an advantage.
• Willing to work overtime when required.
• Good written and spoken English.
• Excellent communication and interpersonal skills.

Aufgaben

• Answer all incoming calls promptly and courteously.
• Respond to customer enquiries in a timely manner.
• Apply basic knowledge of cargo commodities per IATA rules.
• Coordinate air export shipment coordination with internal and external stakeholders.
• Coordinate flight bookings with the procurement team.
• Review AWB/HAWB and other shipping documents; inform customers and overseas agents of discrepancies.
• Ensure data is updated accurately in the system and liaise with overseas agents on requirements and rates.
• Obtain rate approvals from customers prior to shipment departure; provide flight details and freight status updates.
• Monitor shipment uplift and transit to meet KPIs and month-end targets.
• Escalate issues requiring broader attention and perform ad-hoc tasks as assigned by supervisor.

Kenntnisse

Customer service

Communication skills

English proficiency

Attention to detail

Team coordination

Jobbeschreibung

Our client is a world-class supply chain solutions provider, serving large and medium-sized national and multinational companies across the globe. As an industry leader, they offer complete supply chain design and implementation in contract logistics and freight management—either as standalone services or in combination.

• Answer all incoming calls promptly and courteously.
• Respond to customer enquiries in a timely manner.
• Apply basic knowledge of cargo commodities in accordance with IATA rules and regulations.
• Handle all air export shipment coordination with multiple internal and external stakeholders regarding shipment requirements.
• Coordinate flight bookings with the procurement team.
• Review AWB/HAWB and other necessary shipping documents; inform customers and overseas agents of any discrepancies or non-compliance.
• Ensure all data is updated accurately in the system.
• Liaise with overseas agents on requirements and rates.
• Obtain rate approval from customers prior to shipment departure.
• Provide flight details and freight status updates to customers promptly.
• Ensure compliance with AED requirements and job file closure within KPI timelines.
• Monitor shipment uplift and transit to ensure timely arrival/delivery to consignees; update shippers and destination stations on any delays.
• Maintain a good understanding of customer SOPs and shipment handling requirements, ensuring compliance prior to shipping to achieve customer satisfaction.
• Monitor progress to meet month-end targets, annual objectives, and KPIs.
• Support colleagues in shipment execution when required.
• Escalate issues or concerns requiring broader attention or resolution in a timely manner.
• Perform other ad-hoc tasks as assigned by the Supervisor/Manager.

QHSE Responsibilities:

• Participate in setting up and following up on internal standard procedures to enhance productivity and transparency.
• Maintain acceptable health, safety, and environmental risk levels within your area of responsibility.
• Ensure compliance with applicable legal requirements.

Requirements:

• 1–2 years of customer service experience; experience in airfreight forwarding is an advantage.
• Willing to work overtime when required.
• Good written and spoken English.
• Excellent communication and interpersonal skills.