Senior Airfreight Customer Service - CargoWise System (East) [SAS]

• Manage end-to-end airfreight forwarding operations, including bookings, shipment documentation, coordination with airlines and ground handling agents, customs clearance for imports, export documentation, billing, and job closure.
• Serve as the primary customer contact for airfreight import and export shipments, providing timely updates, addressing inquiries, and resolving operational issues.
• Coordinate closely with airlines, ground handlers, trucking partners, and customs authorities to ensure compliant and efficient shipment execution.
• Monitor operational performance against SLAs, KPIs, and internal procedures to maintain service quality standards.
• Take ownership of complex, time-sensitive, or high-value shipments, proactively resolving delays, documentation discrepancies, and customs-related issues.
• Identify operational inefficiencies and contribute to process improvement initiatives to enhance accuracy, efficiency, and customer satisfaction.
• Maintain accurate and complete shipment records, reports, and regulatory documentation in accordance with internal and external requirements.
• Provide guidance and support to junior customer service staff on airfreight forwarding procedures, documentation standards, and best practices.
• Escalate unresolved customer or operational issues to management and ensure appropriate follow-up actions.

Requirements

• Hands-on experience with the CargoWise system

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