Customer Service Executive (AOG) – Airfreight Import

Private Advertiser; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A logistics company in Singapore is looking for a customer service-oriented individual to join their team. You will be involved in managing air import enquiries, responding to customer needs, and coordinating with various internal and external stakeholders to ensure smooth operations. The ideal candidate should have at least GCE ‘O’ levels and 1-2 years of customer service experience, preferably in freight forwarding. Strong communication skills and an ability to work in shifts are essential.

Qualifications

• Minimum 1-2 years of customer service-related experience.
• Experience in freight forwarding is advantageous.
• Good written and spoken English skills are essential.

Responsibilities

• Answer all AOG incoming calls promptly.
• Handle all air import enquiries and coordinate with multiple parties.
• Monitor shipment uplift and transit to ensure timely delivery.

Skills

Customer service

Communication skills

Interpersonal skills

Computer literacy

Dangerous Goods Regulations compliance

Education

GCE ‘O’ levels

Job description

YOUR ROLE

The incumbent will be part of a team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.

WHAT YOU WILL BE DOING

• Answer all AOG incoming calls promptly and politely
• Respond to customer enquiries promptly
• Handle all air import enquiries with interface with multiple parties (internal and external customers/stakeholders) on shipment requirements
• Interface and work closely with multiple internal parties including networks, traffic, operation, warehouse, vendor, sales, billing, etc to smooth process on daily operation.
• Giving instructions and check on AWB /HAWB and all other necessary shipping documents and feedback to customer and overseas agent if any discrepancy/non-compliance issue
• Handle all AOG road transportation shipment and permit on behalf with multiple parties (internal and external customers/stakeholders) on shipment requirements
• Check on the rate approval from customer before shipment departs
• Provide flight details and feedback to customer on freight status timely
• Monitor shipment uplift and transit to ensure timely arrival/delivery to consignee, as well as updating shipment delays to shipper and destination stations whenever occurs
• To ensure job file closures & DQE event updated within KPI
• Monitors and manage closely on permit expiry
• Good understanding of customer’s SOP and shipment handling requirement by ensuring compliance prior to shipping, with customer satisfaction
• Supporting others on shipment enquiry when necessary
• Supporting other BU(s) such as other vertical business during out of office and/or Public Holiday
• Perform recovering support steps with IT when system, server, network down
• Take on all other ad-hoc tasks delegated by Supervisor/Manager

WHAT ARE WE LOOKING FOR

• Minimum GCE ‘O’ levels
• 1-2 years (3-4 years for Senior) customer service-related experience
• Experience in freight forwarding (airfreight) is advantageous.
• Good written and spoken English
• Computer literate and able to operate email well.
• Dangerous Goods Regulations (DGR) trained will be an advantage
• Possess excellent communication and interpersonal skills
• Able to work shift / over-time when required