Customer & Operations Management · Act as the primary point of contact for customers for all assigned air and sea shipments and serve as the first escalation point for operational issues. · Proactively explain air and ocean freight procedures, regulatory requirements, timelines, and documentation needs to shippers and consignees. · Provide timely, practical, and customer-focused solutions during operational disruptions or escalations. · Ensure smooth end-to-end operational execution from booking confirmation through final delivery at destination. · Maintain proactive and transparent communication with customers on shipment status, delays, and corrective actions.
Air and Sea Operations · Handle air and sea shipments including general cargo, consol shipments, dangerous goods, and other special cargo as applicable. · Coordinate bookings and space allocation with airlines and carriers in line with agreed rates and service levels. · Ensure accurate preparation, verification, and release of HAWB and MAWB prior to cargo acceptance and uplift. · Coordinate closely with airlines, shippers, customs brokers, warehouses, and trucking providers to ensure on-time cargo movement. · Monitor uplift, transit, arrival handling, and final delivery performance in line with operational KPIs. · Identify and prevent potential delays related to customs clearance, documentation gaps, or operational milestones.
KPI & System Compliance · Ensure strict adherence to on-time performance KPIs and internal data quality standards. · Maintain accurate and timely milestone and status updates in the operational system with 100% data accuracy. · Ensure system KPIs are met for job creation, contact setup, milestone updates, and job closure. · Create and maintain finance-related documents in the operational system, including Accounts Receivable and Accounts Payable. · Ensure all jobs are closed on time in the operational system in accordance with company policies.
Documentation Management · Ensure timely receipt of complete, accurate, and compliant shipping documents from customers and partners. · Prepare, verify, and archive all required air and ocean freight documentation prior to shipment departure and arrival. · Maintain complete and audit-ready job files, including HAWB, MAWB, invoices, customs documentation, and regulatory permits. · Ensure compliance with air and ocean freight regulations, airline requirements, carriers, customs rules, and internal SOPs. · Prevent shipment delays, penalties, or service failures caused by missing, incorrect, or late documentation.
Improvement · Coordinate closely with Sales, Operations, Documentation, Finance, overseas offices, airlines, and service providers to ensure seamless execution. · Support sales and customer solutions teams by providing operational input on routing, transit times, and service feasibility. · Identify recurring operational issues and contribute to process improvement initiatives to enhance service quality and efficiency. - Perform other reasonable duties or tasks as assigned to support operational and business requirements
Requirements
Qualifications and Experience - Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field. - Excellent written and verbal communication skills in English; proficiency in the local language is an advantage. - Minimum of three (3) years of experience in a Customer Solutions or Customer Service role specifically handling
Air and Ocean freight shipments. · Strong knowledge of local and international air and ocean freight services, including applicable customs regulations and trade compliance requirements. · Solid understanding of end-to-end air and ocean freight processes, including booking, documentation, uplift, transit, and destination handling. · Working knowledge of pricing, cost structures, and procurement-related topics within freight forwarding operations. · Strong customer service mindset with the ability to manage multiple stakeholders and resolve issues effectively. · Analytical and detail-oriented approach with the ability to interpret data, monitor KPIs, and ensure system accuracy. · Professional, disciplined, and accountable working attitude with strong time-management skills. · Highly motivated to learn new processes, receptive to feedback, and capable of working independently with minimal supervision. · Familiarity with industry-standard freight forwarding systems and tools, with the ability to operate operational and financial systems relevant to the role. - Highly trainable, collaborative, and approachable, with the ability to work effectively in a team-oriented environment
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