Customer Service Executive - Airfreight

About the role

The incumbent will be part of a larger team within the IFF department in providing seamless and customer-focused solutions to support the achievement of business objectives.

What you will be doing

• Co-ordinate with overseas entities, Exercise flexibility in shipment handling and detail handling of shipments
• Respond to all customer enquiries promptly, Prioritise responsibilities / urgency of shipments
• Process Jobfile closing on a monthly basis
• Investigate root-cause of incidents and service failure
• Check on AWB/BL and all other necessary shipping documents and feedback to customer and overseas agent if any discrepancy/non-compliance issue
• Check the validity on both buying and selling rates and ensure all shipment is at the profitable margin
• Obtain confirmation black & white support from Sales should it be a Commercial decision to load shipment with a negative figure.
• Check and confirm the draft debit notes from counterparts/supplier and ensure rates quoted to customers are applied correctly
• Provide flight / vessel details, monitor shipments and feedback to customer on freight status timely.
• Good understanding of customers’ SOP and shipment handling requirement by ensuring compliance prior to shipping from origin or delivery to consignee, with customer satisfaction.
• Responsible to monitor the Purchase Order (PO) start from activation then coordinate with BLX Origin and BLX Destination offices to ensure the shipment being handled smoothly.
• Check the Open PO report if it is included in the list. If included, shipment will be activated. If the PO is not included in the list, to obtain approval from the customer.
• Arrange with BLX Destination Office to create PO Job in LINK PO Module. All PO must be mass uploaded into LINK using the customer’s template.
• Receive the JF number and planned pick-up date from BLX Origin (via the same email triggered earlier) to perform system link in between the JF and PO (via LINK PO Module
• Providing weekly report and also attend the weekly meeting with relevant customers under his/her affiliates
• Take on all other ad-hoc tasks delegated by Supervisor/Manager

Requirements

The successful candidate

• Knowledge of shipping terms & documents (Air & Sea, preferable)
• Minimum GCE ‘O’ levels with 1-2 years customer service-related experience. Experience in freight-forwarding (airfreight) is advantageous.
• Good written and spoken English
• Self-discipline, initiative, responsible, independent
• Team player with good interpersonal & communication skills
• Customer service oriented
• Able to work over-time when required