Customer Service Rep II (Air Operations Support)

American President Lines; Los Angeles (CA); On-site; USD 56,322 - 70,402; Full time

Benefits offered by this job

Health plans

401(k) with company match

Flexible Paid Time Off

Job summary

American President Lines is seeking a Customer Service Representative II for Air Operations Support, located in Los Angeles, California. The role involves managing international air freight shipments and ensuring efficient communication with customers and internal teams.

Ideal candidates will have 3-5 years of air freight or logistics experience, with a strong understanding of import/export regulations. The position offers a starting salary range of $56,322-$70,402, eligible for overtime compensation, along with comprehensive employee benefits.

Qualifications

• 3–5+ years of air freight, logistics, or freight forwarding experience.
• Strong knowledge of air import/export processes and documentation.
• Familiarity with IATA, TSA, and customs procedures.

Responsibilities

• Coordinate and track incoming international air shipments from origin to final delivery.
• Handle escalated customer inquiries and provide timely resolutions.
• Ensure adherence to service level agreements (SLAs) and performance metrics.

Skills

Air freight experience

Knowledge of import/export processes

Communication skills

Problem-solving skills

Multitasking skills

Tools

CargoWise

SAP

Job description

Customer Service Rep II (Air Operations Support)

Starting Salary Range: $56,322-$70,402 (This role is eligible for overtime compensation) + Benefits
Position Summary

The Customer Service Representative II (Air Import & Export) is responsible for managing international air freight shipments, ensuring smooth coordination between customers, carriers, and internal teams. This role handles more complex logistics scenarios, resolves escalations, and ensures compliance with international shipping regulations while delivering excellent customer service.

Key Responsibilities

Air Import Support

• Coordinate and track incoming international air shipments from origin to final delivery
• Communicate with overseas agents, airlines, customs brokers, and trucking providers
• Ensure timely customs clearance documentation and compliance with import regulations
• Monitor shipment milestones (arrival, customs release, delivery) and proactively update customers
• Resolve issues such as delays, missing documents, or customs holds

Air Export Support

• Coordinate export bookings with airlines and consolidate shipments as needed
• Prepare and review export documentation (AWB, commercial invoices, packing lists)
• Ensure compliance with international export regulations (TSA, IATA, customs requirements)
• Schedule pickups and ensure cargo readiness for departure
• Provide shipment tracking and status updates to customers and global partners

Customer Service & Operations

• Serves as the primary point of contact for assigned customer accounts
• Handle escalated customer inquiries and provide timely resolutions
• Maintain accurate and detailed records in logistics/CRM systems
• Ensure adherence to service level agreements (SLAs) and performance metrics
• Collaborate with internal teams (warehouse, billing, compliance, operations)
• Identify process improvements to enhance efficiency and customer satisfaction

Compliance & Documentation

• Ensure adherence to international trade regulations, including import/export laws
• Verify accuracy of shipping documents (AWB, HAWB, MAWB, invoices, etc.)
• Support audits and maintain proper documentation recordsStay updated on regulatory changes affecting global air freight

Required Skills & Qualifications

• 3–5+ years of air freight, logistics, or freight forwarding experience.
• Strong knowledge of air import/export processes and documentation.
• Familiarity with IATA, TSA, and customs procedures.
• Experience using systems such as CargoWise, SAP, or similar logistics software.
• Excellent communication, problem-solving, and multitasking skills.
• Ability to manage high-volume shipments in a fast‑paced environment.
• Experience handling escalations or key customer accounts.
• Knowledge of international shipping lanes and global trade practice.
• Strong attention to detail and organizational skills.

CEVA Logistics is proud to be an equal opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

Information provided is true and accurate. False statements or information will result in the application voided.

Outstanding benefits for employee and family including multiple health plans (company contribution to health savings account), prescription, dental and vision coverage.
Company paid life insurance, accident insurance, short‑ and long‑term disability coverage and employee assistance plan.
Voluntary benefits including additional life insurance, AD&D coverage, buy‑up short‑ and long‑term disability, critical illness, identity theft & legal plan.
401(k) with company match.
Flexible Paid Time Off programs including company paid holidays.
Tuition reimbursement program.