Customer Service - Airfreight

Main Tasks / Key Activities

Independently oversee end-to-end air freight forwarding operations, ensuring accuracy in documentation, smooth process flow and timely resolution of any issues with minimal supervision.

Handle daily customer service activities efficiently, fostering and maintaining strong relationships with customers and overseas agents through prompt and professional support.

Manage operational and customer service matters related to nomination cargo from overseas agents. Ensure complete and accurate documentation, maintain system data integrity and provide timely, competitive quotations.

Collaborate with overseas branches and utilize the company’s management system to support inter-branch cooperation across core operational functions.

Stay informed of local freight pricing and market trends to support competitive decision-making and strengthen the company’s nomination business.

Address internal and external challenges effectively, promoting a collaborative and high-performance work culture.

Support the continuous development of team performance and efficiency by implementing strategies that enhance motivation, accountability and professional growth.

Undertake any other responsibilities or tasks as assigned by the immediate supervisor.

Job Requirement:

Diploma or higher in Logistics, Supply Chain Management, or a related field, with knowledge of International Trade, Customs & Maritime Law, IATA Rules, Cost Structure of Air Freight, Terminal & Ground Handling, Air Freight Operation & Documentation.

Familiar with air freight forwarding operation systems (such as: CargoWise) and MS Office software.

Validated IATA certification with more than one year’s knowledge or experience, and a Dangerous Goods Handling diploma will be preferable.

Knowledge in any of the following areas; Trucking, Warehousing, Customs Brokerage, Logistics, Multimodal Transport, BUP/Air Cargo Loading, Cargo Claims, IATA Dangerous Goods Handling, Quality Control & ISO — will be an added advantage.

Minimum of 3 years' experience in freight forwarding, with at least 2 years in a supervisory or leadership role.

Familiarity with international trade and air freight operation and good communication skill on all major trade lanes.

Strong problem-solving abilities and the capacity to perform under pressure while upholding high standards.

Excellent coordination, leadership, and communication skills with a strong sense of accountability.

Proficiency in spoken and written English. Mandarin language skills are an added advantage.

Proactive, open-minded, and positive thinker, willing to help others. Self-disciplined, organized and possess good foresight.