Air Export – Customer Service & Operations

We are seeking a detail-oriented and experienced professional to manage Customer Service and Operations for Air Export. This role acts as the first point of contact for clients and is responsible for ensuring seamless coordination of air export shipments — from documentation and booking to shipment tracking and invoicing. The ideal candidate will have strong communication skills, operational knowledge, and the ability to deliver a high-quality customer experience

Responsibilities

• Serve as the primary point of contact for all air export customer service, documentation, and operational matters.
• Manage complete end-to-end coordination of air export shipments — from booking and documentation to final delivery and invoicing.
• Provide accurate and timely shipment updates to clients, ensuring transparency and trust.
• Coordinate with internal departments, airlines, overseas agents, and local customers for smooth shipment execution.
• Draft and release Bill of Lading (BL) after obtaining client approval; ensure timely submission of CTMs to airlines before cutoff.
• Handle documentation preparation including HAWB/MAWB, invoices, and shipping instructions in compliance with airline and regulatory requirements.
• Support the sales team by responding to operational queries and assisting with customer engagement.
• Ensure all data is updated in ERP systems and track each shipment till final delivery.
• Work closely with clearance teams to ensure timely customs processing and issue resolution.
• Monitor and improve process efficiency while maintaining service quality standards.
• Provide proactive communication regarding delays, exceptions, and resolutions.
• Assist in preparing billing documents and managing receipts post-shipment.
• Contribute to marketing initiatives and service branding through value-added support and timely execution.