Senior Air Customer Service Executive

• Handle daily customer service activities within the assigned customer cluster, including compliance with Standard Operating Procedures (SOPs), shipment reporting, system operations, and customer-specific requirements.
• Understand shipment process flows and operating systems, identify issues, take corrective actions, and continuously improve operational efficiency.
• Coordinate closely with terminal handling teams, nominated agents, and local service providers to ensure smooth cargo handling and timely airfreight dispatch.
• Liaise with customers to provide timely updates, handle inquiries, and resolve complaints effectively.
• Communicate operational and commercial requirements of the branch and its customers to overseas colleagues to ensure operational consistency and customer satisfaction.
• Build and maintain strong customer relationships and enhance customer retention through proactive daily communication.
• Perform data entry, documentation processing, EDI/milestone transmission, and monitor AR activity as well as month-end file closing.
• Achieve assigned KPIs while ensuring full compliance with company procedures and legal requirements.
• Perform other duties as assigned by management.