WE ARE HIRING: Customer Service Specialist – Air Freight Operations

Location: Colombo, Sri Lanka
Employment Type: Full time
Industry: Freight Forwarding / Air Freight / Global Logistics

Role Overview

We are seeking a detail-oriented and customer-focused Customer Service Specialist – Air Freight Operations to support end-to-end air freight shipment coordination, documentation, bookings, cargo transfers, shipment tracking, invoicing, and customer communication.

The selected candidate will be responsible for managing air import operations, supporting air export activities when required, coordinating with airlines and transport providers, maintaining shipment records, and ensuring timely responses to customer inquiries within a fast-paced logistics environment.

Key Responsibilities

• Arrange pickup and transfer of cargo according to shipment requirements.
• Make bookings with airlines and coordinate air freight movement.
• Review shipment documents for accuracy, completeness, and compliance.
• Arrange cargo transportation through trucking and related transport services.
• Prepare and issue client invoices accurately and on time.
• Update job costing details in the system.
• Send pre-alerts to clients, destination offices, and relevant stakeholders.
• Track and trace shipments to ensure timely delivery and accurate status updates.
• Electronically file and maintain all shipment documentation.
• Ensure customer satisfaction by responding to inquiries within the same business day.
• Manage air freight import shipments from origin coordination through final delivery.
• Support air freight export shipments when required.
• Coordinate with airlines, transport providers, destination offices, customers, and internal teams.
• Maintain accurate shipment records, booking details, cost updates, and operational notes.
• Identify shipment delays, documentation issues, or operational risks and escalate promptly.
• Resolve shipment-related issues professionally and within required timelines.
• Ensure all operational activities comply with company procedures and freight forwarding standards.
• Support continuous improvement in documentation, communication, and shipment coordination processes.
• Perform other related air freight and logistics duties as required.

Candidate Profile

• Minimum 2 years of experience in air import or air export operations.
• Experience in air freight, freight forwarding, logistics, or cargo operations is required.
• Strong working knowledge of CargoWise is essential.
• Ability to manage shipments end-to-end.
• Primary experience in Air Freight Imports is preferred.
• Secondary experience in Air Freight Exports will be an advantage but is not mandatory.
• Ability to work effectively in a fast-paced and team-oriented environment.
• Strong problem-solving skills with the ability to resolve operational issues promptly.
• Excellent attention to detail and accuracy in shipment documentation.
• Strong time-management skills with the ability to meet tight deadlines.
• Ability to work under pressure and manage multiple shipments simultaneously.
• Good communication and customer-service skills.
• Ability to coordinate effectively with customers, airlines, trucking providers, overseas offices, and internal teams.
• Willingness to work according to Eastern Time and report to an overseas team when required.
• CIFFA certification will be an asset.
• Dangerous Goods certification will be an asset.
• Professional, reliable, organized, and committed to delivering high-quality customer service.

Ready to take your career to new heights?

We're InTalent Asia, your go-to recruitment partner in Sri Lanka, and we've got an exciting opportunity for you! Our client is looking for a dynamic individual to fill the role of Customer Service Specialist – Air Freight Operations.

At InTalent Asia, we're not just recruiters; we're here to architect your career success. Join us in the journey of matching your skills with unparalleled opportunities.

Apply now and see how you can be the perfect fit for this exclusive position!

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