Customer Service Executive or Supervisor – Airfreight, 5.5 days

We are seeking a proactive and experienced Customer Service Executive and Supervisor to manage airfreight operations and client coordination. This role combines hands-on shipment execution with team support and compliance oversight. The ideal candidate will ensure smooth communication with customers and international partners, maintain documentation accuracy, and contribute to continuous improvement initiatives.

Location: Changi

KEY DUTIES AND RESPONSIBILITIES:

Customer Service & Shipment Coordination
• Handle inbound calls and respond promptly to customer inquiries
• Provide timely updates on freight schedules, delays, and service disruptions
• Prepare airfreight quotations and ensure rate approvals before shipment departure
• Track shipments in transit and escalate issues as needed
• Maintain accurate records in internal systems and ensure documentation closure

Operational Execution
• Apply IATA cargo regulations and commodity classifications to ensure compliant handling
• Coordinate export shipments with internal teams and overseas agents
• Review and verify AWBs, HAWBs, and shipping documents; resolve discrepancies proactively
• Schedule flights in collaboration with procurement and ensure timely billing
• Manage special cargo arrangements including oversized, sensitive, or time-critical shipments

For Supervisor position:

Team Support & Supervision
• Act as first point of contact for escalations and technical guidance
• Support team members in shipment execution and performance objectives
• Conduct briefings and communicate departmental updates effectively
• Mentor junior staff and coordinate skill development with HR

Compliance & Continuous Improvement
• Conduct monthly audits to ensure adherence to SOPs and regulatory standards
• Investigate service failures and generate corrective/preventive action reports
• Resolve billing issues and vendor disputes
• Liaise with internal and external auditors on compliance matters
• Propose and implement process improvements to enhance service quality

BACKGROUND & EXPERIENCE:

• GCE ‘O’ Level or Diploma/Degree in Logistics, Supply Chain, or related field
• Minimum 2–5 years of hands-on experience in airfreight operations
• Knowledge of IATA cargo guidelines
• Proficiency in Microsoft Office and internal logistics systems
• Strong communication, problem-solving, and leadership skills (for supervisor position)
• Willingness to work overtime and adapt to operational demands
• Knowledge of Dangerous Goods handling and certification (DGR) is an advantage