As part of the Customer Services/OP team, you will look after Export/Import Airfreight. The role is day to day operations, include customer services, bookings arrangement with airline.

The duties are not limited to the below:

• Perform negotiations to secure capacity (schedules, rates) with airlines. Validate, proceed bookings with airlines in timely manner.

• Ensure all aspects of the bookings are properly recorded in file.

• Complete the daily processing of all export/import bookings with Clients/Oversea offices

• Work closely with terminal/nominated agent/transport provider/ other departments…

• Ensure the dispatch of airfreight in accordance with airline/terminal requirements.

• Solve related inquiries/issues from Customs/warehouse.

• Manage daily customer service activity within respective customer servicing, including standard operating procedure (SOP), shipment reports, system operation, customer requirements.

• Serve as the first point of escalation for customer queries/problems that CS staffs in the team are unable to close or resolve.

• Understand shipment process flows & systems, take corrective action to fix problems and improve continuously.

• Participate in trainings with HQ & overseas agents/departments

• Communicate operational and commercial needs of the branch and the branch’s clients to overseas colleagues, guaranteeing operational consistency and customer satisfaction

• Build and maintain good relationships with customers.

• Balance workloads within Customer Service team to ensure smooth operations during peak season or staff absence.

• Follow and monitor AR, AP, billing and month end files closing.

• Play an integral part to liaise with internal/external customers and service providers to ensure outstanding customer services.

• Others jobs per request on demands

** Key Skills & Attributes

• Excellent phone manner and written communication skills in English is a must

• Have an intermediate skill level in MS Excel & Word.

• 4 years + relevant experience in freight forwarding industry.

• Have good data entry skill, the ability to learn systems quickly

• Strong attention to detail

• Effective time management

• Excellent customer relations and relationship building skills.

• Flexibility to adapt to change and thrive in a fast-paced environment.

• Excellent interpersonal skills

• Personal integrity and honesty

• Strong analytical skill and problem-solving mindset