The Customer Service Specialist / Executive is responsible for delivering high-quality end-to-end customer service support for airfreight shipments, ensuring operational excellence, customer satisfaction, and compliance with KLN's standards. The role acts as a key interface between customers, operations, gateway, and commercial teams to ensure smooth and efficient shipment execution.

Responsibilities

Customer Service & Account Management

Act as the primary point of contact for assigned customers and manage daily communication.
Ensure timely and professional responses to customer enquiries, booking requests, and complaints.
Maintain strong customer relationships to support retention and service excellence.

Order & Shipment Management

Manage shipment lifecycle from booking to final delivery (export/import).
Coordinate booking requests, documentation, and shipment execution with operations and gateway teams.
Monitor shipment milestones and proactively update customers on status or disruptions.

Operational Coordination

Liaise with Operations, Gateway, Pricing, and Procurement teams to ensure service delivery.
Ensure compliance with customer SOPs, internal processes, and regulatory requirements.
Support capacity planning and booking optimisation aligned with operational constraints.

Exception Handling & Escalation

Take ownership of shipment issues, delays, and service failures.
Escalate critical issues to management and relevant stakeholders.
Provide root cause analysis (RCA) and corrective actions for recurring issues.

Documentation & System Accuracy

Ensure accuracy and completeness of shipment documentation (HAWB/MAWB, billing, etc.).
Maintain timely and accurate updates in operational systems (KSMART system).
Support billing accuracy through proper cost and revenue capture validation.

Performance & Reporting

Monitor KPIs such as on-time performance, SLA adherence, and response time.
Assist in preparation of customer reports and service reviews.

Cross-functional Collaboration & Continuous Improvement

Work collaboratively with Commercial, Finance, and Operations to improve service levels.
Identify process gaps and support continuous improvement initiatives.
Drive productivity, efficiency, and service quality within the customer service function.

Qualifications

Diploma or Bachelor's Degree in Logistics, Supply Chain Management, Business Administration, or a related field.
Minimum 2–5 years of experience in air import / export or freight forwarding operations.
Strong knowledge of import / export documentation, customs procedures, and international shipping regulations.
Experience in liaising with shipping lines, freight forwarders, and port authorities.
Good communication and interpersonal skills with a customer-focused mindset.
Strong problem-solving skills and ability to handle shipment issues efficiently.
Ability to work under pressure and manage multiple shipments simultaneously.
Proficient in Microsoft Office and logistics/shipping systems.
Working Location : KLIA

Executive - Customer Services (Air Freight)