About the Role
Coordinate and monitor air freight shipments from shipment booking through delivery, ensuring on-time performance, excellent customer service, and compliant documentation. This role is based in Kuala Lumpur International Airport.
Job Responsibilities
Operations
- Plan, book, and monitor air freight shipments daily to ensure on-time uplift and delivery
- Track and trace air shipments; provide proactive status updates to customers and internal stakeholders
- Schedule pickups with shippers and coordinate cargo tendering to airline terminals or co-loaders
- Optimize routing, carrier selection, transit time, and cost based on customer requirements
- Coordinate with warehouses, trucking providers, co-loaders, and air cargo terminals to ensure smooth cargo handover
- Monitor and manage exceptions such as cargo rollovers, flight delays, space constraints, and customs holds
- Ensure compliance with airline cut-off times, security screening, and DG acceptance procedures
- Maintain and enhance standard operating procedures (SOPs) related to air freight operations
Customer Service
- Act as the primary point of contact for customers on all air freight shipments
- Provide accurate quotations, transit times, service level expectations, and rate breakdowns; negotiate with carriers when needed
- Manage customer expectations by proactively communicating risks, delays, and alternative routing options
- Build and sustain strong customer relationships to support retention and identify cross-selling/upselling opportunities (e.g., warehousing, brokerage)
- Escalate service issues (flight disruptions, discrepancies, damage, documentation errors) and provide timely root-cause analysis and corrective actions
Documentation & Compliance
- Prepare and review all import/export documentation for air shipments, ensuring accuracy and compliance
- Ensure air waybills (MAWB/HAWB), security declarations, commercial documents, and cargo screening documents meet regulatory standards
- Coordinate with customs brokers, security screening providers, and airline terminals to ensure timely acceptance and clearance
- Ensure DG shipments comply with IATA DGR requirements, documentation, and packaging standards (where applicable)
- Maintain proper record-keeping, filing, and document retention in accordance with company and regulatory requirements
- Verify airline rates, surcharges, and free time; ensure billing accuracy for customers
- Update customer-specific documentation, templates, and operational checklists
Collaboration & Continual Improvement
- Collaborate with Sales to confirm service requirements, pricing, and customer expectations
- Work with Finance/Billing teams to ensure accurate invoicing and timely collections
- Identify operational bottlenecks and propose process improvements, automation, or standardization opportunities
- Track key operational KPIs (e.g., on-time performance, exceptions, billing accuracy) and drive continuous improvement initiatives
Job Requirements
- Bachelor's degree or diploma in Logistics or a related field
- 25 years of experience in air freight forwarding, co-loader operations, or air cargo logistics
- Solid understanding of end-to-end air freight processes, including airline bookings, cargo tendering, and terminal handling
- Familiarity with CargoWise One systems and air freight workflows
- Knowledge of customs clearance procedures and the role of customs brokers
- Understanding of international air freight documentation requirements (MAWB, HAWB, security declarations, DG forms, etc.)
- Strong communication and customer service skills, with the ability to manage inquiries professionally
- High attention to detail and strong accuracy in preparing and reviewing documentation
- Effective problemsolving abilities with a proactive approach to handling service exceptions
- Basic data analysis skills and the ability to generate operational reports and dashboards
