Act as the primary point of contact for customers for all assigned air and sea shipments and serve as the first escalation point for operational issues.
Proactively explain air and ocean freight procedures, regulatory requirements, timelines, and documentation needs to shippers and consignees.
Provide timely, practical, and customer-focused solutions during operational disruptions or escalations.
Ensure smooth end-to-end operational execution from booking confirmation through final delivery at destination.
Maintain proactive and transparent communication with customers on shipment status, delays, and corrective actions.

Handle air and sea shipments including general cargo, consol shipments, dangerous goods, and other special cargo as applicable.
Coordinate bookings and space allocation with airlines and carriers in line with agreed rates and service levels.
Ensure accurate preparation, verification, and release of HAWB and MAWB prior to cargo acceptance and uplift.
Coordinate closely with airlines, shippers, customs brokers, warehouses, and trucking providers to ensure on-time cargo movement.
Monitor uplift, transit, arrival handling, and final delivery performance in line with operational KPIs.
Identify and prevent potential delays related to customs clearance, documentation gaps, or operational milestones.

Ensure strict adherence to on-time performance KPIs and internal data quality standards.
Maintain accurate and timely milestone and status updates in the operational system with 100% data accuracy.
Ensure system KPIs are met for job creation, contact setup, milestone updates, and job closure.
Create and maintain finance-related documents in the operational system, including Accounts Receivable and Accounts Payable.
Ensure all jobs are closed on time in the operational system in accordance with company policies.

Ensure timely receipt of complete, accurate, and compliant shipping documents from customers and partners.
Prepare, verify, and archive all required air and ocean freight documentation prior to shipment departure and arrival.
Maintain complete and audit-ready job files, including HAWB, MAWB, invoices, customs documentation, and regulatory permits.
Ensure compliance with air and ocean freight regulations, airline requirements, carriers, customs rules, and internal SOPs.
Prevent shipment delays, penalties, or service failures caused by missing, incorrect, or late documentation.

Coordinate closely with Sales, Operations, Documentation, Finance, overseas offices, airlines, and service providers to ensure seamless execution.
Support sales and customer solutions teams by providing operational input on routing, transit times, and service feasibility.
Identify recurring operational issues and contribute to process improvement initiatives to enhance service quality and efficiency.
Perform other reasonable duties or tasks as assigned to support operational and business requirements

Bachelor’s degree in Logistics, Supply Chain Management, Business Administration, or a related field.
Excellent written and verbal communication skills in English; proficiency in the local language is an advantage.
Minimum of three (3) years of experience in a Customer Solutions or Customer Service role specifically handling Air and Ocean freight shipments.
Strong knowledge of local and international air and ocean freight services, including applicable customs regulations and trade compliance requirements.
Solid understanding of end-to-end air and ocean freight processes, including booking, documentation, uplift, transit, and destination handling.
Working knowledge of pricing, cost structures, and procurement-related topics within freight forwarding operations.
Strong customer service mindset with the ability to manage multiple stakeholders and resolve issues effectively.
Analytical and detail-oriented approach with the ability to interpret data, monitor KPIs, and ensure system accuracy.
Professional, disciplined, and accountable working attitude with strong time-management skills.
Highly motivated to learn new processes, receptive to feedback, and capable of working independently with minimal supervision.
Familiarity with industry-standard freight forwarding systems and tools, with the ability to operate operational and financial systems relevant to the role.
Highly trainable, collaborative, and approachable, with the ability to work effectively in a team-oriented environment

Customer Solutions - Air and Ocean Freight @ RHE

About this role