Overview
Air Freight Customer Service Specialist Jobs in Central Jakarta, Jakarta, Indonesia at Apex Logistics International
Title: Air Freight Customer Service Specialist
Company: Apex Logistics International
Location: Central Jakarta, Jakarta, Indonesia
The Customer Service Specialist – Air Freight is responsible for providing excellent customer support throughout the air freight shipment process. This role serves as the primary point of contact for customers, coordinating with internal departments, airlines, overseas offices, agents, and vendors to ensure timely and accurate shipment execution while maintaining high customer satisfaction.
Job Summary:
The Customer Service Specialist – Air Freight is responsible for providing excellent customer support throughout the air freight shipment process. This role serves as the primary point of contact for customers, coordinating with internal departments, airlines, overseas offices, agents, and vendors to ensure timely and accurate shipment execution while maintaining high customer satisfaction.
Key Responsibilities:
- Act as the main point of contact for customers regarding air freight shipments.
- Respond promptly to customer inquiries, shipment status requests, and service-related issues.
- Build and maintain strong relationships with customers to ensure customer satisfaction and retention.
- Provide proactive shipment updates and communicate any service disruptions or delays.
- Coordinate air export and import shipments from booking to final delivery.
- Liaise with airlines, overseas offices, agents, trucking vendors, and warehouse teams to ensure smooth shipment movement.
- Monitor shipment milestones and ensure compliance with customer requirements and agreed service levels.
- Follow up on shipment schedules, flight bookings, cargo availability, and delivery arrangements.
- Review and verify shipping documents, including Air Waybill (AWB), commercial invoices, packing lists, and other required documentation.
- Ensure documentation accuracy and compliance with local and international regulations.
- Coordinate customs clearance requirements with relevant parties when necessary.
- Maintain accurate records and shipment files in the operating system.
- Identify operational issues and proactively coordinate solutions with relevant stakeholders.
- Handle customer complaints and shipment exceptions professionally and efficiently.
- Escalate critical issues to management when necessary and follow through until resolution.
Others:
- Update shipment information accurately in the company's operating system.
- Prepare operational reports and customer-specific reports as required.
- Ensure data integrity and timely completion of all system transactions.
- Support continuous improvement initiatives to enhance operational efficiency and customer experience.
Experience & Qualifications:
- Bachelor's Degree in Logistics, Supply Chain, Business Administration, or a related field.
- Minimum 2–3 years of experience in Air Freight Customer Service, Freight Forwarding, or Logistics Operations.
- Good understanding of air freight processes, shipping documentation, and logistics operations.
- Familiarity with freight forwarding systems and Microsoft Office applications.
- Knowledge of customs clearance procedures and international shipping regulations is an advantage.
- Strong customer service orientation and problem-solving skills.
- Good communication skills in both English and Bahasa Indonesia.
- Ability to work under pressure and manage multiple tasks simultaneously.
