Air Import Customer Success Specialist (2nd Shift)

DHL Global Forwarding; Needham Corner (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

DHL Global Forwarding is seeking a Customer Service Operations Specialist (Air Import) to coordinate our customers' air import shipments. You will be the main point of contact between customers, customs brokers, and carriers to ensure smooth import flow.

This 2nd shift role requires strong customer service, attention to detail, and proficiency with Microsoft Office. Familiarity with Cargo Wise is a plus. Join our team to help maintain high service levels for global shipments.

Qualifications

• 1+ years of experience in freight forwarding; air import experience preferred.
• Cargo Wise systems knowledge is a plus.
• Exceptional customer service skills.
• Detail oriented and strong follow-up skills.
• Proficient with Microsoft Office (Word, Excel, Outlook).

Responsibilities

• Execute orders by confirming arrival times, coordinating with customs brokerage, inputting data, and dispatching deliveries.
• Build customer relationships by responding to customer communications via email, fax and mail.
• Work with air and ground transportation partners to handle shipments.
• Receive and track purchase orders from Importers/Overseas offices for pending air shipments.
• Retrieve shipment details, handle all documentation for cargo release and data entry for each shipment.
• Answer all customer inquiries in accordance with the Customer Service Policy standards.
• Further increase customer satisfaction and business share through proactive and regular contact.
• Communicate with and ensure release of the freight from air carriers.
• Notify customer /customs broker of arrival and charges due; provide accurate job costing forecast and perform billing to customer and/or other offices.
• Setup and coordinate deliveries to the customer.
• Handle and manage all customer contact at file level regarding exceptions.
• Additional projects as directed.

Skills

Customer service

Attention to detail

Communication skills

Tools

CargoWise

Job description

Job Location: Peabody, MA



DHL Global Forwarding (DGF) is the world leader in air freight services and one of the leading providers of ocean freight services. Around 30,000 employees work to ensure we transport our customers of shipments by air or sea. DGF's logistics solutions span the entire supply chain, from the factory to the shop floor. This also includes special transport-related services. Visit our career site on the web at [1] https://www.logistics.dhl/us-en/home/careers.html



As an Customer Service Operations Specialist (Air Import) you will be responsible for the movement of our customer's air import shipments. You will be the main point of contact for coordination between customer's shipment imports, customs brokers, and shipping carriers.



Note: This is a 2nd shift position



Key Responsibilities:

* Execute orders by confirming arrival times, coordinating with customs brokerage, inputting data, and dispatching deliveries

* Build customer relationships by responding to customer communications via email, fax and mail

* Work with air and ground transportation partners to handle shipments

* Receive and track purchase orders from Importers/Overseas offices for pending air shipments

* Retrieve shipment details, handle all documentation for cargo release and data entry for each shipment

* Answer all customer inquiries in accordance with the Customer Service Policy standards

* Further increase customer satisfaction and business share through proactive and regular contact

* Communicate with and ensure release of the freight from air carriers

* Notify customer /customs broker of arrival and charges due; provide accurate job costing forecast and perform billing to customer and/or other offices

* Setup and coordinate deliveries to the customer

* Handle and manage all customer contact at file level regarding exceptions

* Additional projects as directed



Skills / Requirements:

* 1+ years of experience in freight forwarding industry, air import experience preferred

* Cargo Wise systems knowledge is a plus

* Exceptional customer service skills

* Detail oriented and strong follow-up skills

* Proficient with Microsoft office (Word, Excel, Outlook)