Import / Export Customer Service Executive (Air Forwarding)

Nippon Express; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

Nippon Express in Singapore is seeking a skilled airfreight professional to manage end-to-end airfreight shipments, from booking and documentation to customs clearance.

You will serve as the primary contact for import and export customers, coordinating with airlines, ground handlers, trucking, and regulators, and driving improvements while mentoring junior staff.

The role requires strong organization, proactive communication, and the ability to resolve issues quickly to maintain service levels.

Qualifications

• Solid knowledge of airfreight import processes, documentation, and customs requirements.
• Strong operational and problem-solving skills, with the ability to manage multiple airfreight import shipments.
• Excellent customer service skills with a professional and proactive approach.
• Good communication and coordination skills to work with internal teams, carriers, and customers.
• Detail-oriented with strong organizational skills.
• Experience using Cargowise system is preferred.

Responsibilities

• Manage end-to-end airfreight shipments including booking, documentation, coordination with airlines and ground handlers, customs clearance (imports), export documentation, billing, and shipment closure.
• Act as the primary point of contact for customers regarding import and export shipments, providing timely updates and resolving inquiries.
• Coordinate with airlines, ground handling agents, trucking partners, and customs authorities to ensure smooth shipment execution and regulatory compliance.
• Monitor and ensure compliance with SLAs, KPIs, and internal procedures.
• Take ownership of complex or high-value shipments, resolving delays or documentation discrepancies.
• Identify bottlenecks and recommend process improvements to boost efficiency and accuracy.
• Maintain accurate shipment records and regulatory documentation.
• Support and guide junior customer service staff in airfreight procedures and best practices.
• Escalate unresolved issues to management for appropriate follow-up.

Skills

Airfreight knowledge

Operational problem solving

Customer service

Communication & coordination

Detail oriented

Cargowise experience

Tools

Cargowise

Job description

Manage end-to-end airfreight forwardingshipments, including booking, documentation, coordination with airlines andground handlers, customs clearance (for imports), export documentation,billing, and shipment closure.

Act as the primary point of contact forcustomers regarding import and export shipments, providing timely updates,handling inquiries, and resolving operational issues.

Coordinate with airlines, ground handlingagents, trucking partners, and customs authorities to ensure smooth shipmentexecution and compliance with regulations.

Monitor and ensure compliance with service levelagreements (SLAs), key performance indicators (KPIs), and internal operationalprocedures.

Take ownership of complex or high-valueshipments, proactively resolving delays, documentation discrepancies, orcustoms queries.

Identify operational bottlenecks and recommendprocess improvements to enhance efficiency, accuracy, and customersatisfaction.

Maintain accurate shipment records, reports, andregulatory documentation for internal, customer, and regulatory purposes.

Support and guide junior customer service staffin airfreight forwarding procedures, shipment documentation, and bestpractices.

Escalate unresolved customer or operationalissues to management, ensuring appropriate follow-up.

Required Skills & Competencies

• Solid knowledge of airfreight import processes, documentation, and customs requirements.
• Strong operational and problem-solving skills, with the ability to manage multiple airfreight import shipments simultaneously.
• Excellent customer service skills with a professional and proactive approach.
• Good communication and coordination skills to work effectively with internal teams, carriers, and customers.
• Detail-oriented with strong organizational skills and ability to follow through on tasks independently.
• Previous hands-on experience in using Cargowise system is preferred.

Other Info

WorkingLocation: 40 Alps AvenueSingapore 498781

Workinghours: 0900hrs-1730hrs(Mon-Fri), 0900hrs-1300hrs (Alt Sat)