Senior Coordinator, Air Freight Export

Job Description

1. Care for cargo - Check Station Metrics Widget; Check LCM (Life Cycle Monitor) – ensure On-time performance against customer promise.
2. Accepts all booking orders (from customer or overseas office) and processes them for handover to Operations.
3. Acts as key contact for allocated customers – Own the customer, quality, gross profit.
4. Stays informed on shipment and exception status for allocated customers.
5. Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
6. Handles customer enquiries.
7. Builds partnership and responds promptly - Takes and handles any customer complaints/feedback; solves customer complaints or assigns tasks to other functions.
8. Participates in joint Sales visits if necessary.
9. Offers innovative solutions through upselling.
10. Passes on leads to Sales.
11. Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides DGF claims documents, collects required documents from claimant and hands over to specialized claims handlers when documents are complete, where applicable.
12. Collaborates closely with Export Operations, Freight planning team and other departments for smooth handling of shipments and continuous updates.
13. Escalates issues, if required.

Requirements

1. Diploma/ Degree with 2-4 years of relevant experience.
2. Knowledge in freight forwarding/ logistics industry preferred.