Customer service air import

Job Description – Customer Service Air Imports

Job Purpose

To manage and coordinate day-to-day Air Import shipments by understanding customer requirements, providing timely and effective solutions, and ensuring smooth execution of shipments from pre-alert through cargo arrival, customs clearance, delivery, and final documentation.

The position is responsible for maintaining effective communication with customers, overseas agents, airlines, customs brokers, warehouse teams, and other relevant parties to ensure shipments are handled accurately, efficiently, and in accordance with customer requirements and company procedures.

Key Responsibilities

A. Customer Service & Shipment Coordination

1. Handle day-to-day Air Import customer service activities and act as the main point of contact for customers regarding shipment status, documentation, and operational requirements.

2. Understand customer requirements and provide timely, accurate, and practical solutions to ensure smooth shipment execution.

3. Receive and review shipment details, booking information, and customer instructions.

4. Update all shipment details accurately in the company system upon receipt of new shipments.

5. Coordinate with overseas agents, airlines, co-loaders, consignees, shippers, and other relevant parties to ensure smooth shipment handling.

6. Provide regular shipment updates to customers and promptly communicate any delays, changes, or operational issues.

7. Maintain professional and effective communication with customers and overseas agents throughout the shipment process.

8. Handle customer inquiries, complaints, and operational issues professionally and ensure timely follow-up until resolution.

9. Maintain good customer relationships and contribute to customer satisfaction and retention.

B. Air Import Shipment Operations

1. Receive and review pre-alerts from overseas agents and verify shipment details against the available documentation.

2. Monitor shipment status from origin through arrival at the destination airport.

3. Check flight schedules, arrival information, cargo status, and estimated time of arrival.

4. Monitor cargo arrival at the destination airport and coordinate the next operational steps.

5. Coordinate with the warehouse/CFS team for cargo handling, collection, breakdown, and delivery arrangements as required.

6. Coordinate with the customs brokerage team to ensure import customs clearance is processed accurately and on time.

7. Coordinate with delivery/trucking teams to arrange timely cargo delivery to the consignee.

8. Monitor shipment progress and ensure all operational milestones are updated in the system.

9. Follow up with airlines, handling agents, overseas agents, customs brokers, warehouses, and transport providers to ensure timely shipment completion.

10. Escalate delays, discrepancies, damaged cargo, missing documents, or other operational issues to the relevant supervisor or manager.

C. Documentation

1. Receive and review import shipment documents from customers, overseas agents, and other relevant parties.

2. Check shipping and import documentation, including but not limited to:

   • Air Waybill (MAWB / HAWB)

   • Commercial Invoice

   • Packing List

   • Certificate of Origin, where applicable

   • Import permits/licenses, where applicable

   • Customs-related documents

   • Other documents required by customers, customs, airlines, or destination authorities.

3. Ensure all required documents are complete, accurate, and received within the required timeline.

4. Coordinate with the customs brokerage team to process import customs clearance.

5. Follow up on customs clearance status and ensure customs documentation is completed on time.

6. Prepare and/or provide shipment documents required by customers, overseas agents, and internal departments.

7. Ensure final shipment documentation is properly maintained and filed in accordance with company procedures.

D. Customer Communication & Pre-Alert

1. Review incoming pre-alerts and verify shipment information before cargo arrival.

2. Communicate shipment details and arrival information to the relevant customer or consignee.

3. Follow up on missing or incomplete documents before cargo arrival to avoid clearance or delivery delays.

4. Send arrival notices and other required communications to customers and relevant parties.

5. Provide regular updates regarding shipment status, customs clearance, cargo availability, and delivery arrangements.

6. Ensure all customer communications are clear, accurate, timely, and properly documented.

E. System & Shipment Data Management

1. Update all shipment-related information in the company system accurately and on time.

2. Ensure shipment milestones, status updates, documentation, and operational remarks are properly recorded.

3. Monitor open shipments and follow up on pending actions until completion.

4. Ensure shipment files are complete and properly maintained.

5. Provide accurate shipment information and reports to management when required.

F. Rates, Billing & Payment Control

1. Coordinate with the overseas agent, airline, co-loader, or relevant service provider regarding applicable rates and shipment costs when required.

2. Obtain and verify buying rates and other applicable shipment charges.

3. Coordinate with the sales/commercial team regarding customer selling rates when required.

4. Prepare or coordinate invoices and supporting documents according to customer requirements.

5. Verify that shipment charges are correctly captured before invoicing.

6. Monitor customer credit terms and payment status in coordination with the Finance/Accounting Department.

7. Follow up on outstanding payments or credit issues related to assigned shipments when required.

8. Ensure all billing-related documents are complete and submitted within the required timeline.

G. Coordination with Internal & External Parties

1. Coordinate closely with the following parties to ensure smooth Air Import operations:

   • Customers / Consignees

   • Overseas Agents

   • Airlines

   • Co-loaders

   • Customs Brokers

   • Warehouse / Ground Handling Teams

   • Trucking / Delivery Providers

   • Sales Team

   • Finance / Accounting Department

   • Other relevant internal departments.

2. Build and maintain effective working relationships with internal and external stakeholders.

3. Ensure all parties receive accurate information and instructions within the required timeline.

4. Escalate operational issues promptly when they cannot be resolved at the working level.

Key Deliverables

• Air Import shipments handled accurately and completed within agreed timelines.

• Customer requirements and inquiries responded to promptly.

• Shipment documentation complete and accurate.

• Customs clearance processed within the required timeline.

• Cargo arrival and delivery properly monitored.

• Shipment status updated accurately in the system.

• Customers and overseas agents kept informed throughout the shipment process.

• Billing and shipment documentation completed accurately and on time.

• Customer complaints and operational issues resolved professionally.

• Customer satisfaction and retention maintained.