Customer Service & Operations Asst/ Manager

Globe Air Cargo Singapore Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

An air cargo service provider in Singapore is seeking an experienced professional to manage customer service operations. This role involves overseeing daily activities, maintaining relationships with partners, and ensuring compliance with industry regulations. The ideal candidate should have 4–6 years of relevant experience, strong problem-solving skills, and a collaborative mindset. You will play a key role in supervising the customer service team and supporting operational excellence. Competitive salary and benefits offered.

Qualifications

• Minimum 4–6 years of experience in air cargo customer service or operations.
• Prior supervisory or team-lead experience preferred.
• Familiar with IATA Cargo regulations and DGR certification.

Responsibilities

• Oversee day-to-day cargo customer service operations.
• Act as an escalation point for customer issues.
• Maintain strong working relationships with key forwarders.

Skills

Strong customer service skills

Problem-solving ability

Stakeholder management

Attention to detail

Education

Diploma or Degree in Logistics, Aviation Management, Supply Chain

Job description

Key Responsibilities

Customer Service

• Perform and oversee day-to-day cargo customer service operations, ensuring timely and accurate handling of bookings, rate enquiries, adhoc filling, space allocation, capacity planning and shipment tracking.
• Act as an escalation point for customer issues, complaints, and service recovery, ensuring professional and prompt resolution.
• Ensure flight capacity are filled and communicate closely with respective sales.
• Maintain strong working relationships with key forwarders, partners, and airline principals.
• Ensure team's customer service standards and SLAs agreed with airline principals are consistently met.
• Monitor shipment irregularities (offloads, delays, damages, misroutes) and coordinate corrective actions.
• Organize monthly CS/ Ops meeting with the team to identify team’s key issues, to further rectify with GHA/ airlines.
• Ensure timely and accurate input of data into cargo systems (eg. CargoSpot or airline specific systems).
• Prepare and validate operational, uplift reports or verifications for airline principals, ensuring accuracy and consistency before submission.
• Support and be a strong advocate of digitalization initiatives and process improvements to enhance efficiency and data reliability.

Operations & Cargo Handling

• Organize monthly meetings with GHAs to ensure that their service performances are up to standards and any mishandling issues to be rectified.
• Supervise cargo export operations and post‑flight reconciliation.
• Liaise closely with ground handling agents and airline operations to ensure smooth cargo uplift.
• Ensure all cargo movements comply with IATA, CAAS or airline regulatory requirement and assist to coordinate audit where required.

• Monitor and enforce correct handling of special cargo (DGR, PER, AVI, VAL, HUM, etc) where applicable.
• Ensure proper documentation, data accuracy, and system entries to avoid revenue leakage and audit findings.
• Support new airlines or charter flight operations set up, and DG permit application.
• Facilitate airline principal's office visits or meetings.

• Support the Country Manager in guiding customer service and operations staff and conduct on job training to ensure staff are aligned with procedures and service standards.

Key Requirements

Education & Experience

• Diploma or Degree in Logistics, Aviation Management, Supply Chain, or related discipline.
• Minimum 4–6 years of experience in air cargo customer service and/ or operations, preferably within a GSSA or airline cargo environment.
• Prior supervisory or team‑lead experience preferred.

Other requirements

• Strong knowledge of air cargo customer service, operations knowledge and documentation.
• Familiar with IATA Cargo regulations; DGR Cat 6 certification is an advantage.
• Strong reporting and customer‑centric mindset with problem‑solving ability, and to manage escalations calmly and professionally.
• Good communication and stakeholder management skills.
• Ability to work under pressure in a fast‑paced customer service & operational environment.
• Willingness to support after‑hours operational matters when required.
• Strong sense of accountability, integrity, proactive, and teamwork.