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Job Overview

As a Senior Airfreight Customer Operations Specialist, you will play a pivotal role within the Airfreight Import team.

Our mission is to connect people and businesses securely and reliably, facilitating sustainable global trade.

Key Responsibilities:
  • Strategic liaison for high-value or complex customer accounts, managing job files from start to finish.
  • Lead customer engagement, addressing queries proactively and escalating only high-risk or unresolved issues.
  • Manage booking execution and documentation, ensuring alignment with client expectations, contracts, and SOPs, while enhancing process efficiency.
  • Ensure shipment planning and execution meet or exceed KPIs, especially on-time performance, through proactive coordination and risk mitigation.
  • Maintain accurate data within the Transport Management System (TMS), capturing all shipment milestones in real time.
  • Oversee the financial aspects of each job file, including billing, service capture, and revenue and cost allocations.
  • Lead resolution of claims and disputes, collaborating across functions for timely outcomes and recurrence prevention.