Senior Operation Specialist - Gateway DPS & AFR Ops​/CS

Job Purpose:

Lead and direct dedicated shipment execution activities while serving as the primary point of contact for customers. Understand customer needs and ensure adherence to service commitments and foster strong client relationships. Optimize profitability through accurate invoicing and effective resolution of disputes. Maintain compliance with regulatory requirements and identify process improvements to enhance efficiency and productivity. Address customer concerns promptly and highlight issues early to ensure effective exception and complaint handling maintaining customer loyalty and trust.

• Coordinate shipment level activities including receipt of customer booking, documentation requirements, and all related local and international transport
• Act as Customer first point of contact for shipment information, exception / complaint management and claims
• Manage shipment routing and assignment to ensure customer service commitments are in line with the service promise and profit maximized, while also preparing accurate invoices and supporting documentation, and addressing invoice disputes.
• Ensure implementation of necessary regulatory compliance procedures relating to commodity and locations for shipments
• Build close business relationship with existing customers, understand customer needs, identify potential upsell opportunities, conduct customer visits together with Sales whenever required and achieve a desired level of customer retention
• Study and resolve issues in day-to-day delivery and implement best practices for Air Freight Operations focusing on increasing effectiveness and efficiency
• Identify performance issues of suppliers, and propose solutions to improve performance
• Resolve recurring issues, and suggest enhancements to processes focusing on increasing effectiveness and efficiency
• Provide functional guidance or advice to less experienced positions
• Provide support on issues and problems from less experienced/ new team members, provide direction and guidance as needed
• Contribute to PDs and GEMBA, highlight issues and share improvement ideas proactively

• Confirm transport orders and optimize bookings
• Control the distribution of all required Export documents
• Update Customs shipment information and physical status, resolve customer issues and incidents
• Own the profitability of the file

• Monitor and track all incoming shipments from overseas.
• Verify final documents in CW1; request missing files from origin before flight arrival.
• Plan and coordinate shipments from DPS to Australia.
• Send instructions to the manifest team for inward manifest preparation.
• Arrange and confirm carrier bookings (JQ/QF) and send copies of shipping documents.
• Track cargo arrival via Webtrack and inform carrier of any irregularities (offload or partial arrivals).
• Update DGF booking sheet, CW1 timestamps, and cargo load list as needed.
• Create and maintain consolidation schedules and attach shipments accordingly.
• Send pre-advice and cargo manifest to the outward manifest team and airline.
• Ensure import phase setup and accuracy of all system updates.
• Process auto-costing and auto-rating per agreed airline rates.
• Send pre-alerts to destination offices with actual AWB details from carriers.
• Notify destination of any offloaded or partial movements.
• Post all revenue and close (CLS) files promptly.
• Maintain and update all mandatory timestamps in CW1.

Education Level: Bachelor’s degree

Experience Level: more than 5 years