Operations Assistant Air Freight

ESSENTIAL DUTIES AND RESPONSIBILITIES Shipment Operations & Coordination - Manage end-to-end import shipments for key accounts including Credit, Non-Credit, COD, and DDU customers from origin to Singapore delivery. - Extract shipment pre-alerts, upload data into WFS, and execute shipments according to customer SOP requirements. - Process shipment activities through Tango system, including updating CUS/TUR and generating delivery instructions. - Coordinate with overseas stations, airlines, terminals, transport providers, contractors, and vendors to ensure smooth shipment movement and cargo clearance. - Liaise with Export team on re-export shipment arrangements. - Support cargo clearance processes at terminals and agent warehouses. Customer Service & Exception Handling - Respond to customer inquiries and resolve shipment-related issues and complaints in a timely and professional manner. - Handle shipment exceptions including cargo discrepancies, short-landed cargo, damages, survey arrangements, and special transportation requirements. - Support urgent shipment communications with customers and origin stations outside normal office hours where required. Special Cargo & Compliance Management - Manage pharmaceutical cold chain shipments, valuable cargo, strong room storage, and escorted cargo requiring enhanced monitoring and status updates. - Process customer permits by updating permit information, HS codes, descriptions, and documentation into relevant systems. - Ensure compliance with internal and regulatory requirements throughout shipment handling. Billing, Customer Setup & Reporting - Create new customer accounts through Finance systems. - Generate COD invoices including GST and local handling charges for applicable customers. - Coordinate with Finance and SGBS teams for COD and customer creation processes. - Prepare and maintain customer operational reports (daily/weekly), origin discrepancy reports, and KPI reporting. Business Support - Handle SME and Connect4air quotations with origin stations and customers. - Support insurance application processing on behalf of customers. - Coordinate with IT and support teams regarding system-related issues. - Provide operational backup coverage during team members’ leave periods while maintaining own account responsibilities. SPECIFIC ACCOUNTABILITIES - Ensure shipment execution meets customer SOPs and operational KPIs. - Maintain shipment visibility and provide timely updates to stakeholders. - Ensure billing accuracy and compliance with customer and company requirements. - Drive effective communication across internal and external stakeholders. - Maintain operational documentation and reporting accuracy. QUALIFICATIONS - Diploma or Degree in Logistics, Supply Chain Management, Business Administration, or related field preferred. - Minimum 2–5 years of experience in freight forwarding, air freight operations, import/export operations, or logistics customer service. - Strong customer service, communication, and problem-solving skills. - Proficiency in Microsoft Office applications and logistics platforms (e.g., WFS, Tango or equivalent). - Ability to work under pressure and manage multiple priorities. WORKING HOURS - 5.25 days week with alternate Saturday off.