Air Import Customer Service

Roles and Responsibilities

• Core Duties
• - Attend to phone and email enquiries from Overseas Agents and clients.
• - Liaise with internal stakeholders – Sales and Marketing team pertaining to inbound and drop shipments.
• - Liaise with external stakeholders – Overseas Agents to make arrangements pertaining to flight booking and choice of airlines base on clients’ preference.
• - If there is no preference from client, then to use to airline with the best yield with ETA taken into consideration.
• - Provide flight details, documents and work on delivery schedule to clients.
• - Monitor shipments departure, arrival and clearance to avoid storage at Inbound Terminal (SATS / DNATA).
• - In case of delay or offloading, to communicate closely with Overseas Agents and provide updates to clients with reasons.
• - Communicate with Operations team and provide vendor with information of site facilities and requests at clients’ receiving address.
• - Provide pre-alert documents to Operations team for their next course of action.
• - Communicate with Operations team to check if more information / documents are required for permit declarations and surveys.
• - In case of rates discrepancies, to dispute with Overseas Agents.
• - When required, to file claim against Overseas Agents on behalf of clients.
• - ⁠Issuance of billing invoices for inbound and drop air freight shipments as well as relevant jobs
• Projects
• - Receive and channel work requests to Operations team.
• - Liaise closely with Operations team to update the inventory list and provide to M&P on a timely basis.
• - Timely triggering of milestones updates into CW1.
• - Ensure all triggering are reflected on 4PL portal.