Customer Service Rep II (Air Operations Support)

Position Summary

The Customer Service Representative II (Air Import & Export) is responsible for managing international air freight shipments, ensuring smooth coordination between customers, carriers, and internal teams. This role handles more complex logistics scenarios, resolves escalations, and ensures compliance with international shipping regulations while delivering excellent customer service.

Key Responsibilities

• Air Import Support:
  • Cook up and track incoming international air shipments from origin to final delivery
  • Chat with overseas agents, airlines, customs brokers, and trucking providers
  • Keep an eye on customs clearance documents and comply with import regulations
  • Maintain shipment milestones (arrival, customs release, delivery) and proactively update customers
  • Handle issues like delays, missing papers, or customs holds
• Air Export Support:
  • Book exports with airlines and consolidate shipments as needed
  • Make and check export documents (AWB, commercial invoices, packing lists)
  • Comply with international export regulations (TSA, IATA, customs requirements)
  • Schedule pickups and ensure cargo readiness for departure
  • Give shipment tracking and status updates to customers and global partners
  • Customer Service & Operations:
    • Act as the main point of contact for assigned customer accounts
    • Handle escalated customer inquiries and provide timely resolution
    • Keep accurate and detailed records in logistics/CRM system
    • Adhere to service level agreements (SLAs) and performance metrics
    • Collaborate with internal teams (warehouse, billing, compliance, operations)
    • Identify process improvements to enhance efficiency and customer satisfaction
  • Compliance & Documentation:
    • Adhere to international trade regulations, including import/export law
    • Verify the accuracy of shipping documents (AWB, HAWB, MAWB, invoices, etc.)
    • Support audits and maintain proper documentation records
    • Stay updated on regulatory changes affecting global air freight

  Required Skills & Qualifications

  • High School Diploma or GED Required
  • 3–5+ years of air freight, logistics, or freight forwarding experience
  • Strong knowledge of air import/export processes and documentation
  • Familiarity with IATA, TSA, and customs procedures
  • Experience using systems such as CargoWise, SAP, or similar logistics software
  • Excellent communication, problem-solving, and multitasking skills
  • Ability to manage high-volume shipments in a fast-paced environment
  • Experience handling escalations or key customer accounts
  • Knowledge of international shipping lanes and global trade practices
  • Strong attention to detail and organizational skills