Customer Service Air Import

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• Job Description:

Job Summary

The Customer Service Executive is responsible for providing exceptional customer support for both Air Freight and Ocean Freight shipments. The role involves coordinating with customers, operations, overseas oAices, airlines, shipping lines, customs brokers, transport providers, and internal departments to ensure smooth execution of shipments
from booking to final delivery. The ideal candidate should possess strong communication skills, a customer-first mindset, and the ability to work in a fast-paced logistics environment.
Fresh graduates with a passion for logistics are encouraged to apply, while experienced candidates will have opportunities to take on additional responsibilities based on their expertise.

Key Responsibilities

Customer Service
 Serve as the primary point of contact for customers regarding shipment inquiries.
 Respond to customer requests promptly and professionally.
 Provide regular shipment status updates and proactively communicate any delays
or operational issues.
 Build and maintain strong customer relationships through excellent service.
Shipment Coordination
 Coordinate Air Freight and Ocean Freight import and export shipments.
 Liaise with operations, airlines, shipping lines, overseas oAices, transport providers,
customs brokers, and warehouses to ensure timely shipment movement.
 Monitor shipment milestones and follow up until final delivery.
 Ensure all customer Standard Operating Procedures (SOPs) are followed.
Documentation
 Prepare and verify shipping documents, including:
o Air Waybill (AWB)
o Bill of Lading (BL)
o Commercial Invoice
o Packing List
o Shipping Instructions
o Delivery Orders
 Ensure documentation is accurate and complies with customer and regulatory
requirements.
System & Reporting
 Update shipment milestones in the freight forwarding system (e.g., CargoWise or
equivalent).
 Maintain accurate shipment records and documentation.
 Prepare reports as required by management or customers.
Problem Resolution
 Identify shipment issues and coordinate with relevant stakeholders to achieve
timely resolution.
 Escalate critical issues when necessary.
 Support continuous improvement initiatives to enhance customer satisfaction.
Billing Support
 Verify operational completion before billing.
 Coordinate with finance and operations to ensure timely and accurate invoicing.
 Assist in resolving billing-related customer queries.
Compliance
 Follow company SOPs and quality standards.
 Ensure compliance with customs regulations, airline/shipping line requirements,
and applicable trade regulations.
 Maintain confidentiality of customer information.
Qualifications
 Bachelor's degree in Logistics, Supply Chain Management, Commerce, Business
Administration, or any related discipline.
 Fresh graduates are welcome to apply.
 Certification in Logistics or Freight Forwarding is an added advantage.
Experience

Freshers

 No prior experience required.
 Candidates with strong communication skills and an eagerness to learn are
encouraged to apply.

Experienced Candidates

 1–5 years of experience in Customer Service within the Freight Forwarding or
Logistics industry.
 Experience in handling Air Freight, Ocean Freight, or both is preferred.
 Knowledge of CargoWise or any freight forwarding ERP system is an advantage.

Skills & Competencies

 Excellent verbal and written communication skills.
 Strong customer service orientation.
 Good organizational and time management skills.
 Ability to prioritize multiple tasks in a fast-paced environment.
 Strong problem-solving and coordination skills.
 Attention to detail and accuracy.
 Ability to work independently as well as in a team.
 Proficiency in Microsoft OAice (Excel, Outlook, Word, and PowerPoint).

• Employee Type:

Permanent

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