- Ensure customers queries, complaints are addressed in a timely manner with appropriate solutions
- Build and maintain relationship with customers to fulfil requirements and upkeep customers KPIs
- Escalate unresolved issues that require managerial attention
- Coordinate with agents, carriers, vendors, overseas offices, COE and customers to ensure smooth transactions
- Execute AWBs, weight amendments, close daily Console and ensure on time cargo up-lift
- Responsible for day to day processing such as permit declaration, checking and labelling of cargo, arranging for collection based on customer's request
- Support productivity enhancements for airfreight operation
- Actively engages in freight system digitalization initiatives throughout the network
- Ensure all shipping processes have timely closure i.e. from receiving of request, invoicing, etc
- Ensure all freight cost, details and processes are kept up to date in Cargowise
- Ensure all freight documents, including billing invoice, reaches the customer in a timely manner
- Ensure monthly performance reports such as transit time, urgent shipment and damage report are generated
- Ensure company policies & procedures, confidentiality, legal and ethical guidelines, such as Delegation of Authority are clearly communicated and adhered to
- Provide on the job training and guidance to junior or new team members
- Observe and abide by ISO requirements per the QEHS manual
Qualifications and Experience
- Post-Secondary, Diploma or equivalent
- 3 to 5 years in Freight Forwarding Industry
- Good knowledge of Pricing for Air Cargo Service & Operations
- Working knowledge of International Trade Legislation Compliance
- Good Customer Management
- Strong knowledge of Freight Management Systems including Cargowise, local customs (SG Customs) & trade portals (Tradenet)
