AIR FREIGHT CUSTOMER SERVICE

Position: Air Freight Customer Service Executive / Coordinator

Reports To: Air Freight Manager / Team Leader

We are looking for a customer-focused and highly organized Air Freight Customer Service Executive / Coordinator to manage customer communication and shipment coordination from confirmation through final delivery.

The ideal candidate will have experience in air freight forwarding, logistics, airline cargo, or freight customer service and be confident coordinating with customers, airlines, overseas agents, operations, customs, and transporters.

Handle customer enquiries and coordinate air import, export, cross-trade, and door-to-door shipments.

Act as the primary point of contact for assigned customers throughout the shipment lifecycle.

Coordinate shipments from booking through uplift, arrival, customs clearance, and final delivery.

Provide proactive and timely shipment status updates to customers.

Coordinate with airlines, GSSAs, ground handlers, overseas agents, transporters, and internal teams.

Follow up on bookings, flight schedules, space, uplift, arrival, clearance, and delivery.

Monitor shipments and immediately identify and escalate delays, offloads, short shipments, customs holds, documentation issues, or other disruptions.

Verify MAWB/HAWB, commercial invoices, packing lists, customs documents, permits, and other shipment documentation.

Ensure shipment details including weights, dimensions, routing, consignee information, and commodity descriptions are accurate.

Coordinate special cargo requirements including Dangerous Goods, vehicles, valuable/high-value, oversized, temperature-sensitive, and time-critical shipments.

Work closely with Operations to ensure airline cut-offs, cargo collection, airport handling, customs, and delivery requirements are met.

Handle customer complaints professionally and coordinate effective solutions.

Ensure approved shipment charges are accurately captured and coordinate with Sales, Pricing, and Accounts regarding additional charges and invoicing.

Maintain complete and accurate shipment records and documentation.

2–4 years of experience in air freight forwarding, airline cargo, logistics, or freight customer service preferred.

Good understanding of air freight import/export procedures and airline booking processes.

Knowledge of AWB documentation and air cargo terminology.

Basic understanding of customs procedures.

Strong customer service, communication, coordination, and follow-up skills.

Excellent attention to detail and ability to manage multiple shipments simultaneously.

Ability to work under pressure and handle urgent/time-critical shipments.

Strong problem-solving and decision-making skills.

Proficiency in Microsoft Office and freight/logistics systems.

UAE air cargo and customs experience is highly advantageous.

IATA/FIATA training or Dangerous Goods awareness/certification is an advantage.

with premium, valuable, automotive, or special cargo is an advantage.

Diploma or Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field preferred.

Customer Ownership: Takes responsibility for assigned shipments and customer requirements.

Proactive Communication: Keeps customers informed before they need to ask.

Operational Awareness: Understands how bookings, documentation, customs, and airline operations affect shipment delivery.

Attention to Detail: Ensures shipment and documentation accuracy.

Urgency & Prioritization: Acts quickly on time-critical issues.

Problem Solving: Finds practical solutions when shipment plans change.

Teamwork: Works effectively with customers, airlines, agents, Operations, Sales, and Accounts.

Education: Diploma or Bachelor's degree in Logistics, Supply Chain, Business Administration, or a related field preferred.

Experience: 2–4 years of experience in air freight forwarding, airline cargo, logistics, or freight customer service preferred.

• IATA/FIATA training
• Dangerous Goods Regulations awareness or certification
• UAE air cargo and customs experience
• Experience handling premium, valuable, automotive, or special cargo

The Air Freight Customer Service Executive owns the customer communication and coordination cycle of each assigned shipment, ensuring that every shipment progresses smoothly from confirmation to final delivery.

The objective is not simply to provide shipment updates, but to anticipate requirements, identify potential problems early, coordinate solutions, and provide customers with a reliable single point of contact throughout the air freight process.

Pay: AED1,657.05 - AED6,557.69 per month