Customer Solutions - Air and Ocean Freight

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.

Stakeholder Coordination and Continuous 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

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