Import / Export Customer Service Executive (Air Forwarding)

NIPPON EXPRESS (SINGAPORE) PTE LTD; Singapore; On-site; SGD 42,000 - 64,000; Full time

Job summary

NIPPON EXPRESS (SINGAPORE) PTE LTD is seeking an experienced airfreight customer service professional to manage end-to-end airfreight shipments from booking to closure. You will coordinate with airlines, ground handlers, trucking partners, and customs authorities while ensuring SLA/KPI compliance and accurate documentation.

Primary duties include handling imports/exports, resolving inquiries, guiding junior staff, and escalating issues to management as needed.

Qualifications

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

Responsibilities

• Manage end-to-end airfreight shipments, including booking, documentation, coordination with airlines and ground handlers.
• Handle customs clearance for imports and prepare export documentation.
• Serve as the primary contact for customers, providing timely updates and resolving inquiries.
• Coordinate with airlines, ground handlers, trucking partners, and customs authorities.
• Monitor SLAs and KPIs, ensure compliance with procedures.
• Own complex or high-value shipments and resolve delays or discrepancies.
• Identify bottlenecks and suggest process improvements.
• Maintain shipment records, reports, and regulatory documentation.
• Support junior staff on airfreight procedures and documentation.
• Escalate unresolved issues to management and ensure follow-up.

Skills

Airfreight imports

Customer service

Communication

Problem solving

Detail oriented

Coordination

Tools

Cargowise

Job description

• Manage end-to-end airfreight forwardingshipmets, 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)