Customer Service Representative

Client Management & Business Development:

• Serve as the primary point of contact for assigned air freight clients

• Build and maintain strong customer relationships to ensure retention and growth

• Identify new business opportunities and support sales initiatives

• Conduct client visits and presentations when required

Air Freight Operations Coordination:

• Handle the complete air freight process from booking to delivery

• Coordinate with airlines, ground handlers, and overseas agents

• Manage space allocation and flight scheduling

• Monitor cargo movements and provide real-time updates

Documentation & Compliance:

• Prepare and process air waybills (AWB), commercial invoices, and packing lists

• Ensure compliance with IATA regulations and international air freight standards

• Handle dangerous goods documentation and certifications

• Manage customs clearance documentation and procedures

Customer Service Excellence:

• Respond to customer inquiries promptly and professionally via phone, email, and chat

• Provide accurate quotations and rate information

• Track and trace shipments, providing regular status updates

• Handle complaints and resolve service issues efficiently

Administrative & Reporting:

• Generate performance reports and KPI dashboards

• Maintain accurate customer databases and shipment records

• Prepare monthly customer statements and provide invoicing support

• Coordinate with the finance team for payment collections