Air Freight Operations Coordinator Import and Customer Care

DHL Global Forwarding; Hebron Estates (KY); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Compensation

401(k) Match

Stock Purchase Plan

Medical

Vision

Dental

Paid Time Off

Job summary

DHL Global Forwarding is seeking an Import Operations Associate in the United States to execute import orders, coordinate with customs brokers, input data, and dispatch deliveries. You will build strong customer relationships, respond to inquiries, and manage inbound shipments with air and ground carriers.

Proficiency in MS Office and international freight experience are required. ThermoNet training under GxP guidelines is a plus.

Qualifications

• Exceptional customer service skills with strong communication and problem-solving abilities.
• Detail-oriented with excellent organizational and follow-up skills.
• Proficient in MS Office products.
• Experienced in handling international freight forwarding shipments.
• Trained and certified for DHL ThermoNet shipments under GxP guidelines.

Responsibilities

• Execute import orders by confirming arrival times, coordinating with customs brokerage, inputting data, and dispatching deliveries.
• Build strong customer relationships by responding promptly to inquiries via phone, email, fax, and mail.
• Work with air and ground transportation partners to manage inbound shipments.
• Receive and track purchase orders from importers and overseas offices for pending air shipments.
• Retrieve shipment details, prepare and manage all documentation for cargo release, and perform accurate data entry for each shipment.
• Communicate with air carriers to ensure timely release of freight.
• Notify customers and customs brokers of arrival and charges due; provide accurate job costing forecasts and perform billing to customers and/or other offices.
• Set up and coordinate deliveries to customers, ensuring timely and efficient service.
• Handle and manage all customer contact at the file level regarding exceptions and escalations.
• Answer all customer inquiries in accordance with Customer Service Policy standards.
• Proactively increase customer satisfaction and business share through regular communication and service excellence.
• Assist the import agent team in completing tasks and projects as required.
• Assign work, set completion timelines, review work, and provide feedback to management on team performance.
• Perform additional duties and projects as directed.
• Process daily DHL Air Product ThermoNet shipments in full compliance with Air Product and GxP guidelines.
• Organize pickup and delivery for customers, ensuring adherence to cSOPs and internal SOPs.
• Provide freight documents and monitor inbound/outbound cold chain processes, acting as escalation point for the central monitoring team.
• Handle operational escalations and provide required information for LifeTrack SOP and PMR creation.
• Ensure all duties are performed in accordance with cSOPs and regulatory requirements.

Skills

Customer service

Communication

MS Office

International freight

ThermoNet (GxP)

Tools

ThermoNet

Job description

DHL Global Forwarding is seeking an Import Operations Associate in the United States to execute import orders, coordinate with customs brokers, input data, and dispatch deliveries. You will build strong customer relationships, respond to inquiries, and manage inbound shipments with air and ground carriers.

Proficiency in MS Office and international freight experience are required. ThermoNet training under GxP guidelines is a plus.