Freight Forwarder Customer Service and Operations Supervisor/Specialist

About the role

We are looking for a dedicated and detail‑oriented Freight Forwarder Customer Service Executive to join our dynamic team. The ideal candidate will have a solid background in freight forwarding and a passion for delivering exceptional customer service. This role manages customer inquiries, coordinates end‑to‑end air‑freight shipments, and ensures timely, accurate communication with clients and internal teams.

Key responsibilities

• Act as the primary point of contact for customers, addressing questions and issues promptly to maintain high satisfaction levels.
• Manage air‑freight logistics, including booking, tracking, and documentation, while collaborating with carriers, customs brokers, and other stakeholders.
• Identify and resolve shipping problems, proactively informing customers of delays or changes and applying critical thinking to find effective solutions.
• Prepare and handle all documentation from end to end, ensuring compliance with international regulations and company policies.
• Work closely with internal teams to provide a seamless customer experience and support operational improvements.
• Monitor customer feedback and service metrics, contributing to continuous process improvement.

Required profile

• Degree in Logistics or a related field (preferred).
• Minimum of 3 years experience in freight forwarding operations, with recent experience as a freight forwarder.
• Strong mastery of freight forwarding processes, documentation handling, regulations and industry practices.
• Extensive experience in end‑to‑end air‑freight operations.
• Excellent verbal and written communication skills with a strong customer‑service orientation.
• Detail‑oriented, organized and able to multitask effectively.

Required skills

• Proficiency in Cargowise freight‑forwarding software.
• Strong command of the Microsoft Office Suite.