Customer Service Executive - Airfreight Import / Export

About the Role Our client is seeking an experienced Airfreight Customer Service Executive to join their dynamic team. In this role, you will be responsible for managing end-to-end air shipment processes covering either import OR export operations. You will serve as a key liaison between internal stakeholders, customers, overseas agents, and vendors. Key Responsibilities Answer all incoming calls promptly and courteously. Respond to customer enquiries in a timely manner. Apply basic knowledge of cargo commodities in accordance with IATA rules and regulations. Handle Air Import OR Export shipment coordination with multiple internal and external stakeholders regarding shipment requirements. Coordinate flight bookings with the procurement team. Review AWB/HAWB and other necessary shipping documents; inform customers and overseas agents of any discrepancies or non-compliance. Ensure all data is updated accurately in the system. Liaise with overseas agents on requirements and rates. Obtain rate approval from customers prior to shipment departure. Provide flight details and freight status updates to customers promptly. Ensure compliance with AED requirements and job file closures within KPI timelines. Monitor shipment uplift and transit to ensure timely arrival/delivery to consignees; update shippers and destination stations on any delays. Maintain a good understanding of customer SOPs and shipment handling requirements, ensuring compliance prior to shipping to achieve customer satisfaction. Monitor progress to meet month-end targets, annual objectives, and KPIs. Support colleagues in shipment execution when required. Provide airfreight quotations upon request. Handle supplier invoice disputes. Escalate issues or concerns requiring broader attention or resolution in a timely manner. Perform other ad-hoc tasks as assigned by the Supervisor/Manager. Requirements: Minimum Diploma / Degree. 2-4 years of experience in airfreight forwarding (import and/or export). Good writte…