Freight Forwarder Assistant – Air Freight

About the role

We are seeking a proactive Freight Forwarder Assistant to support our Air Freight operations in Abu Dhabi. You will act as a key liaison between customers, airlines, customs and internal teams to ensure smooth shipment processing and high customer satisfaction.

Key responsibilities

• Provide timely responses to customer enquiries and resolve issues within service level agreements.
• Coordinate with origins, destinations, internal departments and external partners to manage inspections, certifications and special shipment processes.
• Prepare and send SOPs, routing orders, waybill numbers and estimated arrival dates to customers after booking.
• Update job files, verify documentation, chargeable services and costs before forwarding to operations.
• Handle client claims and disputes, generate reports and ensure compliance with SOPs.
• Liaise with airlines, land vendors, operations and customs to keep customers informed of shipment status and obtain PODs.
• Produce inbound/outbound status reports, stock movement, ageing, billing and other ad‑hoc reports.
• Measure daily and monthly KPIs, follow up on costs/charges and support timely invoicing.
• Escalate potential problems and suggest improvements to management.
• Perform additional duties or projects as assigned.

Required profile

• Bachelor’s degree or diploma.
• 2–3 years of experience in air freight operations.
• Strong communication, organization and time‑management abilities.
• Team‑oriented mindset.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• MS Office suite