Job description
Join LX Pantos, a leading global logistics provider, as a Senior Customer Service Executive for Air Freight in Kuching, Sarawak. This full-time role offers working location at TT3 Soho Commercial. We are hiring immediately for a customer-focused professional who can deliver exceptional service to international clients and ensure seamless shipment flows from origin to destination.
As the Senior Customer Service Executive for Air Freight, you will act as the primary liaison between customers, operations, carriers, and customs, coordinating all aspects of air freight moves. Your expertise in documentation, scheduling, and timely communication will help LX Pantos maintain service excellence while optimizing transit times and cost efficiency.
In a dynamic, fast-paced environment, you will leverage your problem solving skills to resolve exceptions, manage expectations, and sustain strong client relationships. This is an excellent opportunity to grow within a global logistics leader that values integrity, teamwork, and customer focus.
You will collaborate with cross-functional teams across sales, operations, and finance to ensure accuracy in quotes, billing, and service level agreements. You will monitor performance metrics such as on-time delivery and shipment visibility, and contribute to continuous improvement projects. The role requires attention to regulatory compliance, accurate data entry, and proactive communication with customers to minimize disruptions and maximize service value.
Responsibility
- Manage end-to-end customer service for air freight shipments including booking, documentation, and handoffs to operations.
- Coordinate with operations, pricing, and carrier teams to ensure on-time pickup and delivery.
- Provide proactive shipment status updates to clients and internal teams; respond to inquiries promptly.
- Prepare and verify shipping documents such as air waybills, commercial invoices, packing lists, and customs declarations.
- Track shipments, identify delays, perform root cause analysis, and implement corrective actions.
- Maintain accurate shipment data in the ERP/TMS and ensure data integrity for reporting and billing.
- Assist with quotes, service level agreements, and carrier performance monitoring to optimize cost and service.
- Ensure compliance with international trade regulations and LX Pantos quality standards.
Qualification
- Bachelor's degree in business, logistics, supply chain or related field or equivalent practical experience.
- Minimum 3 years of experience in air freight customer service or freight forwarding.
- Strong knowledge of air freight operations, INCOTERMS, HS codes, and customs processes.
- Proficiency with CRM and TMS software, MS Office; ability to work with data and generate reports.
- Excellent communication skills in English; Malay language skills preferred; strong interpersonal and customer service abilities.
- Analytical, detail oriented, and able to manage multiple shipments in a fast-paced environment.
- Strong problem solving, negotiation, and conflict resolution capabilities.
- Willingness to work at TT3 Soho Commercial in Kuching and travel as needed.