(Senior/leader) Air Freight Customer Services Executive

1. Performance (40%)

- Make airfreight documentation accurately and on time (booking, confirmation, tracking & tracing).

- Coordinate closely with carriers, customers, agents, and commercial team in compliance with SOPs.

- Generate MAWB/HAWB/Manifest/SID and related documents correctly.

- Complete billing process (DN/CN/SOA) and finish job files before deadline.

- Manage client system work items within SLA and monitor team KPI weekly.

- Monitor CS team daily, control escalation, solve problems promptly, and provide excellent customer service.

2. Customer Satisfaction (15%)

- Handle external and internal customer complaints professionally and satisfactorily.

- Complete claim process (if any) and coordinate with other BUs to ensure best service.

3. Operation Excellence (15%)

- Propose initiatives for process improvement and efficiency enhancement.

- Ensure compliance with company regulations, SOPs, and applicable laws.

- Reduce operational errors, monitor KPIs, follow up AR/CS for payment support.

- Monitor customer complaints, delivery status, and service quality.

4. Human Resource Management (10%)

- Attend internal/external training courses and company activities to improve skills.

- Bachelor, college of foreign trade economic

- Knowledge of Transportation industry

- Good in English (B Level)

- Good Computer skills (MS Office)

- Min 2 years – experience of the role

- Working for Logistics, Transportation, Express …is preferred