Air Import Customer Service Representative

Job Title:
Air Import Customer Service Representative

FLSA Status:
Non-Exempt, Temporary

Reports To:

Manager

Work Location:

Inglewood, CA

Work Schedule

• Standard

Hours:

Monday to Friday, 8:00 AM to 5:00 PM.

• Overtime:
Occasional extended hours or overtime may be necessary to meet business demands and urgent deadlines.

• Weekend:
One Sunday per month will be a required workday.

Position Overview

A global freight forwarding and logistics company is looking for a professional and communicative individual to join our team as an Air Import Customer Service Representative.

While the Operations team handles the physical cargo and technical documentation, your role is to serve as the primary point of contact for our clients. You will manage the flow of information, ensuring customers are kept up-to-date on the status of their air shipments, coordinating final delivery, and resolving any service inquiries with speed and accuracy.

Essential Duties and Responsibilities

• Customer Communication:
Act as the main liaison between the company and the customer; respond promptly to inquiries via email and phone regarding shipment status.

• Arrival Notices:
Generate and issue "Arrival Notices" to importers and customs brokers upon receipt of shipment data, ensuring all parties are aware of incoming cargo.

• Delivery Coordination:
Coordinate with trucking companies and the internal Operations team to arrange the final delivery of goods once they are released from the Container Freight Station (CFS).

• Status Updates:
Proactively track shipments and update customers on any delays, flight changes, or holds (communicating effectively with the Operations Agents to get accurate details).

• Billing & Invoicing:
Generate invoices for customers, ensuring all airline fees, terminal charges, and handling fees are accurately billed according to the client's quotation.

• Problem Resolution:
Address and resolve customer complaints or issues (e.g., damaged cargo or missing items) by gathering information from the Operations team and filing the necessary reports.

• Data Integrity:
Ensure all customer instructions and shipment notes are accurately entered and maintained in the company's internal system.

Qualifications

Required Skills:

• Communication:
Excellent verbal and written communication skills are essential. You must be able to explain complex logistics issues clearly to customers.

• Customer Focus: A strong service-oriented mindset with the ability to remain calm and professional under pressure or when dealing with urgent client requests.

• Computer Literacy:
Proficiency with Microsoft Office Suite (Outlook, Excel, Word). Ability to learn proprietary freight forwarding software quickly.

• Typing/Data Entry:
Accurate data entry skills (WPM 40+) to process Arrival Notices and invoices efficiently.

• Organization:
Strong time management skills to handle high email volumes and prioritize urgent shipments.

Preferred Experience:

• Industry Knowledge:
Previous experience in Air Import, Freight Forwarding, or Logistics Customer Service is strongly preferred.

• Terminology:
Familiarity with logistics terms (e.g., Incoterms, HAWB, MAWB, CFS, Arrival Notice) is a plus.