Customer Service Executive (Control Tower)
Airpak Express
Description
Position: Customer Service Executive / Senior Executive (Freight & CEPP Desk)
Key Responsibilities
Act as the primary liaison between shippers, consignees, overseas agents, and CEPP partners to ensure smooth communication and coordination across freight and parcel movements.
Handle customer inquiries and prepare accurate quotations for ad hoc, project, freight, and CEPP (Courier, Express, Parcel & Postal) shipments.
Source, verify, and negotiate freight and CEPP rates with international network agents, airlines, shipping lines, courier partners, and postal operators to support competitive quotations.
Provide rate advisory to customers, including service options, transit times, and cost trade-offs across Freight and CEPP solutions.
Manage end-to-end shipment execution from quotation acceptance to final delivery, coordinating closely with internal Operations, Finance, and external vendors.
Arrange bookings and shipment execution with carriers, courier partners, truckers, warehouses, and other contractors, ensuring compliance with service and regulatory requirements.
Support both pre-sales and post-sales activities, including customer onboarding, service setup, shipment follow-up, and issue resolution.
Track and monitor shipment and parcel status across freight and CEPP networks, proactively updating customers on milestones, delays, or exceptions.
Ensure accurate and timely system updates for shipments, rates, billing data, and customer records.
Maintain working knowledge of cargo commodities, IATA rules and regulations, and CEPP service requirements, including documentation and operational constraints.
Interface with multiple stakeholders including customers, overseas agents, courier partners, warehouses, carriers, and customs authorities to ensure all shipment requirements are met.
Work closely with internal operations teams to meet customer requirements efficiently, with strong emphasis on service quality, execution, speed, and cost control.
Identify opportunities to enhance customer experience, streamline processes, and introduce innovative Freight and CEPP logistics solutions tailored to customer needs.
Foster a results-driven culture with a strong focus on service excellence, accountability, and turnaround time.
Monitor progress against month-end operational and revenue targets for assigned accounts or desks.
Build and maintain strong professional relationships with internal stakeholders and external partners, including agents and courier networks.
Execute any other ad-hoc duties or projects as assigned by the Supervisor or Manager.
Requirements
Minimum 3–5 years of relevant experience in freight forwarding and/or CEPP operations (Air Freight, Sea Freight, Courier, Express, Parcel, and Postal services).
Strong hands-on experience in freight desk and CEPP rate sourcing, quotation preparation, and shipment execution.
Good understanding of international freight and CEPP service models, transit options, and cost structures.
Excellent communication and interpersonal skills, with the ability to coordinate effectively with customers, agents, and internal teams.
Proficient in spoken and written English and Mandarin (to liaise with Mandarin-speaking clients, agents, and partners).
Able to perform in a fast-paced, high-pressure operational environment with strong attention to detail and multitasking capability.
Self-motivated, well-organized, and able to manage multiple shipments and deadlines concurrently.
Willing and able to commit to a 5.5-day workweek:
Monday to Friday: 8:30 AM – 6:00 PM
Alternate Saturdays: 9:00 AM – 1:00 PM
Why Join Us
Exposure to integrated Freight and CEPP operations across regional and global networks
Hands-on involvement with international agents, airlines, courier partners, and postal operators
Dynamic working environment with opportunities for growth and progression
Strong emphasis on teamwork, execution excellence, and customer satisfaction