Air Freight Customer Support Specialist supports customer accounts and is responsible for processing and supporting the completion of Air Freight export day-to- day activities. He/she monitors customer transactions to ensure customer needs or Key Performance Indicators (KPIs) are met. He/She analyzes and responds to customer's requests, resolves customer issues, conducts research, prepares reports and identifies account penetration opportunities. This position maintains ongoing relationships with customers and assists with service failure recovery management. This position will report to FF Operations Assistant Manager.

• Utilizes Standardized Operating Procedures (SOP) to maintain existing business.
• Monitors and updates customer profiles to ensure customer needs are documented.
• Provides support on customer accounts to ensure customer satisfaction.
• Supports implementations to ensure carriers/vendors understand pricing structures and operational requirements.
• Monitors service levels to ensure carriers or vendors meet service requirements and adherence to contractual agreements.
• Dispatches information to vendors and related UPS functions to schedule freight movement.
• Provides timely information to vendors and customers to convey updates on operational activities.
• Analyzes and responds to customers' requests and resolves customers' issues to ensure customers' needs or Key Performance Indicators (KPIs) are met.
• Maintains ongoing relationships with customers to strengthen the UPS customer partnership and to retain the business.
• Provides response tracking, notification of status information and events impacting clients, and track and trace services to ensure customers' expectations are met.
• Collaborates with vendors and cross-functions to resolve service issues or inconsistencies.
• Identifies account penetration opportunities to grow the business and increase revenue.
• Provides prompt spot rate quotes to secure every opportunity presented.
• Assists with report generation to provide performance assessments.
• Assists in producing statistical reports for immediate management to determine lane activity and growth opportunities.

• Minimum Bachelor Degree in Logistics or Business Administration with 1-2 years working experience in service-related industry.
• Freight forwarding operations knowledge is a plus.
• Able to use Microsoft Office applications such as Excel, Word & Outlook.
• Good communication in English written skill.
• Detailed and result oriented.
• Team player and able to work under pressure and tight timeline.