Key Responsibilities
- Handle air freight shipments (export/import) from booking to final delivery
- Coordinate with US customers, airlines, and overseas agents
- Prepare and verify shipping documents such as:
- Air Waybill (AWB)
- Commercial Invoice
- Packing List
- Ensure compliance with US customs regulations and TSA guidelines
- Track shipments and provide real-time updates to customers
- Resolve customer queries, delays, and exceptions promptly
- Work with internal teams (operations, documentation, billing)
- Maintain accurate records in freight forwarding systems
- Handle billing, invoicing, and cost confirmations
- Follow SLA/KPI targets for US clients
Required Skills & Qualifications
- Bachelor’s degree in Logistics, Supply Chain, or related field
- 1–5 year of experience in air freight/customer service (US process preferred)
- Strong understanding of:
- Air freight operations
- Incoterms
- US import/export procedures
- Experience with freight software (e.g., CargoWise, CHAMP, or similar)
- Excellent communication skills (written & verbal)
- Ability to work in US shifts (night shift in India)
- Strong problem-solving and multitasking abilities
Preferred Skills
- Experience handling US-based clients or BPO/KPO logistics process
- Knowledge of IATA regulations
- Familiarity with airline booking portals
- Customer-focused mindset with attention to detail
Key Performance Indicators (KPIs)
- On-time shipment processing
- Customer satisfaction scores
- Accuracy in documentation
- Response time to customer queries
Issue resolution turnaround time
Job Type: Full-time
Work Location: Remote
