Executive - Customer Services (Air Freight)

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