Airfreight Import Operator

Airfreight Import Operator

As an Airfreight Import Operator you will work alongside around 170 colleagues based throughout the UK to support the administration of processes and activities to deliver goods across the customers global supply chain; utilising air transportation, maximizing profitability and optimizing business and human assets in line with business strategy and objectives.

• Develops relationship with allocated customers
• Accepts all orders (from customer or overseas office) and processes such.
• Creates and confirms necessary steps to ensure pickup of the shipment at origin.
• Completion of Customs Entries on arrival
• Tracking shipments and updating customers pro-actively
• Completes all Export/Import HMRC Requirements.
• Data entry on customers portal or internal systems
• Prepares, controls and distributes all required Import/Export documents to counterparts (carriers, consignee, supplier) complying with regulations and internal procedures.
• Checks responses from counterparts and finalizes validation of required documents.
• Proactively informs customer on shipment status, exceptions and provides intermediate updates on incident solution.
• Liason with airline handling agents
• Creation and management of ETSF records
• Takes and handles customer inquiries, e.g. Track and Trace.
• Takes customer requests with regard to Go Green topics and informs Country Go Green Head.
• Reviews reports (generated by the Performance Reporting & Exception Specialist) and sends them to the customer.
• Takes and registers all customer complaints and drives solution of customer complaints by solving it directly or assigning tasks to other function.
• Acts as first contact point for customer claims
• Participates in joint Sales visits if necessary.
• Fully complies with GCCS input guidelines with root cause input and corrective action closure.
• Completes all financial input relating to job files (billing/cost provisions/printing of billing, invoice to customers and posting/distribution of same with required back up).
• Manages and controls Workflow on daily basis.
• Take ownership of all account queries both customer and carrier and their conclusion.
• Ensure that all customer enquiries are responded to promptly and professionally.
• Escalates issues if required.
• Ensures that all interactions are compliant with DPDHL Code of Conduct and other compliance requirements e.g. anti-corruption
• Contribute to the First Choice continuous improvement program

• Commercial awareness essential.
• Clear and concise communication skills (written and spoken)
• Ability to follow processes
• Ability to support a culture of continuous improvement
• Inter-personal skills - Influencing, communication, relationship management, cultural awareness and ability to work across teams
• Knowledge of Freight Forwarding industry: imports, exports and related processes is desirable
• Experience of HMRC procedures essential.
• Two or more years’ experience within the Freight Forwarding Industry.
• 5 GCSEs including Maths and English at Grade C or above – or equivalent desirable

• A competitive salary
• Generous holiday entitlement
• Pension scheme which includes life assurance
• Access to professional employee assistance and wellbeing programme
• A competitive package of voluntary benefits including retail, entertainment, gym membership, cycle to work scheme, contribution to eye care costs, and many more discounts
• Training and Development opportunities with a strong focus on internal promotion

Hours/Shift Pattern: 37.5 hours Mon-Fri

Reports To: Air Import Manager

Please note: Due to the nature of our business we are regulated by the CAA (Civil Aviation Authority), therefore it is compulsory for all applicants once offered employment to provide a full 5 year employment history. Additional to this we are required to carry out a Criminal Record Check.

We are committed to creating a workplace that ensures mutual respect and is focused on results. We hire talented people from all backgrounds – irrespective of gender, disability, nationality, ethnicity, social background, religion and beliefs, age or sexual orientation and identity. Diversity enriches our workplace, drives our success, and helps us deliver excellence.