Customer Care Specialist โ Air Export
Pay: $27.00 per hour
Schedule: Monday โ Friday, 8:00 AM โ 5:00 PM
Overtime: Must be flexible to work overtime as needed, particularly during month-end periods.
Position Summary
We are seeking an experienced Customer Care Specialist to support our Air Export operations team. The ideal candidate will have a strong freight forwarding background and a thorough understanding of air export processes, documentation, and customer service. This role is responsible for ensuring the smooth execution of export shipments while delivering exceptional customer support and maintaining compliance with international shipping regulations.
Key Responsibilities
Air Export Operations
- Create shipment files and ensure accurate completion of file preparation.
- Prepare and process Air Waybills (AWBs), Shipper's Export Declarations, and other export documentation.
- Receive, review, and validate export shipping documents for accuracy and compliance.
- Prepare and send advance shipment notifications to customers and overseas partners.
- Calculate and provide air export rate quotations.
- Ensure customers comply with export regulations, documentation requirements, and transportation standards.
- Coordinate with airlines, overseas offices, customers, and internal departments to facilitate timely shipment execution.
- Monitor shipment progress and proactively communicate updates, delays, and exceptions.
Customer Care & Account Management
- Build and maintain strong customer relationships through proactive communication and service excellence.
- Support customer retention and growth initiatives by identifying opportunities to enhance service levels.
- Lead and support onboarding activities for new customers.
- Communicate transit times, service expectations, and commercial conditions accurately.
- Serve as the primary point of contact for customer inquiries regarding export shipments.
- Manage customer complaints, shipment issues, and claims through successful resolution.
Administrative & Compliance Responsibilities
- Maintain accurate shipment records and documentation.
- Ensure all export activities comply with applicable regulations and company procedures.
- Support reporting and operational performance tracking as required.
- Assist with continuous process improvements and customer service initiatives.
Qualifications
Required
- Previous experience in freight forwarding with a focus on air export operations.
- Strong understanding of international air export processes and documentation requirements.
- Experience preparing Air Waybills (AWBs), export declarations, and shipping documentation.
- Knowledge of export compliance regulations and transportation requirements.
- Experience providing rate quotations and shipment coordination.
- Excellent customer service and relationship management skills.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficient in Microsoft Office and freight forwarding software systems.
- Excellent verbal and written communication skills.
Preferred
- Experience working with international freight forwarding networks and overseas offices.
- Knowledge of airline routing, export documentation, and customs requirements.
- Experience handling customer claims and service recovery situations.]