Position: Airfreight, Customer Service Specialist, Import & Export

Location: AIA East Gateway

Key Responsibilities/ Challenges:

• Serve as the primary contact point for assigned customers, ensuring excellent service delivery.

• Receive, verify, and process customer orders before handing them over to Operations.

• Update and track shipment status proactively, ensuring transparency and a customer-centric service approach.

• Handle customer inquiries, special requests, irregularities, and complaints in a timely and professional manner.

• Oversee end-to-end processes, including documentation, coordination with carriers, customs compliance, billing, and job closure

• Coordinate closely with Airfreight Operations, Customs, and internal stakeholders to ensure timely shipment execution

• Support the billing process for shipments.

• Gross Profit monitoring

Qualification:

• Bachelor’s Degree or higher in Logistics, Business Administration, or a related field.

• Minimum 3-4 years of experience in freight forwarding, specifically in airfreight; import experience strongly preferred.

• Experience with CargoWise (CW1) is an advantage.

• Solid understanding of customer service processes, systems, and operational flow.

• Strong ability to identify and fulfill customer needs with a friendly and professional approach.

• Excellent interpersonal skills with the ability to collaborate effectively across all organizational levels, including management.

• Good command of written and spoken English.