Customer Service Executive

About Us

Established in 2001, Apex Logistics International has grown into a global leader in freight forwarding, contract logistics, customs brokerage, transportation management, warehousing, and distribution. With a presence in 70 countries, 42 offices, and 2,500+ dedicated employees, we deliver dependable solutions worldwide.

In 2021, Apex joined the Kuehne+Nagel Group, strengthening our position as an industry-leading Air Freight Forwarder. Built on air and sea transportation as our core, supported by warehousing and distribution, we provide integrated supply chain solutions—from raw material procurement to finished goods distribution—helping customers succeed globally.

Job Summary

Customer Service Executive responsible for handling airfreight customer service operations, including shipment bookings, coordination of pickup/delivery and customs clearance, shipment tracking, documentation, billing, and customer inquiries. Ensures timely issue resolution, accurate reporting, compliance with operational requirements, and high service quality through close collaboration with Operations, Sales, Finance, and Freight Planning teams.

Duties & Responsibilities

• Deliver exceptional customer service by responding to client inquiries, resolving complaints, and providing timely assistance.

• Handle shipment bookings received from customers, including pickup/delivery arrangements and customs clearance requests.

• Monitor and provide timely updates to customers on shipment status for both export and import airfreight.

• Prepare and process all required shipment documentation accurately and on schedule.

• Track and analyse customer feedback to support continuous improvement of service quality.

• Prepare and ensure accurate billing to customers based on approved rate sheets.

• Collaborate with internal teams (Freight Planner, Operations, Sales, Finance) to ensure customer requirements are met.

• Proactively identify and resolve shipment delays or issues, ensuring timely solutions and clear communication with customers.

• Maintain proper documentation and filing of shipment correspondences, records, and reports for audit and compliance purposes.

• Prepare and submit shipment reports, billing reports, and ad-hoc reports as required.

• Provide support during internal or external audits related to airfreight shipments.

• Participate in continuous improvement initiatives to enhance operational efficiency and customer satisfaction.

• Perform other duties and responsibilities as assigned by management.

Qualifications

• Diploma in Business Administration, Logistics, or related field, or equivalent work experience

• Minimum 1 year of experience in customer service or operations support

• Strong critical thinking, organizational, and interpersonal skills

• Detail-oriented with good judgement and accuracy in execution

• Proficient in basic MS Office applications