Key Account Support Executive, Air Freight
Full-time
Senior Executive
3 weeks ago
Job OverviewWe are seeking a proactive and customer-focused Operations Executive to manage end-to-end Import and Export operations, ensuring shipments.....
Job Overview
We are seeking a proactive and customer-focused Operations Executive to manage end-to-end Import and Export operations, ensuring shipments are executed accurately, efficiently, and in compliance with customer SOPs and company standards. This role serves as the key liaison between customers and internal teams, driving operational excellence, resolving service issues, monitoring performance through KPI reporting, and supporting continuous process improvements.
5.5 days week
Location: Alps Ave
Key Responsibilities
Operations & Shipment Management
- Manage and coordinate the complete import and export shipment lifecycle for assigned customer accounts.
- Ensure all shipment activities are executed accurately, on time, and in accordance with customer SOPs and operational requirements.
- Implement and onboard new customer processes and operational workflows.
- Coordinate closely with customers and internal departments to ensure seamless shipment execution.
- Monitor daily operations and proactively identify and resolve potential service disruptions.
Customer Relationship Management
- Act as the primary point of contact for customers and internal stakeholders.
- Build and maintain strong customer relationships through responsive and professional service.
- Handle customer enquiries, operational issues, and complaints effectively and in a timely manner.
- Ensure prompt communication and follow-up on customer requests and shipment updates.
Performance Monitoring & Continuous Improvement
- Prepare KPI reports and operational performance reviews for customers.
- Participate in customer review meetings and present operational performance data when required.
- Analyze operational trends and identify opportunities for process enhancements and service improvements.
- Recommend and implement corrective actions to improve efficiency and customer satisfaction.
Commercial & Financial Support
- Prepare ad-hoc quotations and pricing proposals for customers.
- Monitor customer payment status and follow up on outstanding invoices.
- Investigate and resolve payment discrepancies in collaboration with relevant stakeholders.
- Support cost management initiatives and minimize operational errors and Cost of Quality incidents.
Compliance & Governance
- Ensure compliance with company policies, customer requirements, and regulatory standards, including AED compliance.
- Maintain accurate documentation, SOP updates, and process alignment across the team.
- Support staff training and knowledge sharing on operational procedures and customer requirements.
Additional Responsibilities
- Prepare operational data and reports for customer business reviews.
- Support team objectives and contribute to overall operational excellence.
- Perform any other duties assigned by management.
Requirements
- Diploma or higher qualification in Logistics, Supply Chain Management, Business, or a related discipline.
- Minimum 2 years of experience in freight forwarding, logistics operations, import/export coordination, or customer service within the logistics industry.
- Strong understanding of air freight operations and shipment processes.
- Excellent communication, interpersonal, and stakeholder management skills.
- Proven ability to manage customer enquiries, complaints, and operational issues independently.
- Strong analytical and problem-solving capabilities with the ability to translate data into actionable insights.
- Proficient in Microsoft Excel, Power BI, and other data analytics tools.
- Experience with digital automation tools such as Power Apps or similar platforms is advantageous.
- Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
- Demonstrated commitment to continuous improvement and service excellence.
- Effective team player with a proactive and adaptable mindset.
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