Freight Forwarding Operations and Customer Service Agent - Air Imports

DP World; New York (NY); On-site; USD 55,000 - 69,000; Full time

Job summary

DP World in New York is seeking an experienced freight forwarding professional to coordinate inbound air freight from origin to final delivery, leveraging cross-functional teamwork to meet customer expectations.

The role requires 3+ years in Freight Forwarding Operations and customer service, with a focus on accuracy, compliance, and proactive communication. This is a full-time position in a dynamic logistics environment.

Qualifications

• Graduate in any field.
• At least 3 years of relevant and recent experience in Freight Forwarding Operations and Customer Service.
• Freight Forwarding experience is mandatory.

Responsibilities

• Coordinate and manage inbound air freight shipments from origin to final delivery.
• Perform track and trace activities to monitor shipment status and ensure timely movement of cargo
• Send pre-alerts to customers, brokers, warehouses, and internal stakeholders with shipment details and arrival information
• Review and verify airway bills, commercial invoices, packing lists, customs documents, and other shipping documentation for accuracy and compliance
• Update shipment milestones and TMS with accurate status information throughout the shipment lifecycle
• Arrange and coordinate pickup, drayage, and final-mile trucking services
• Collaborate with warehouses, airlines, ground handlers, truckers, and customs brokers to ensure smooth cargo handling and delivery
• Schedule and manage delivery appointments with customers, distribution centers, warehouses, and consignee locations
• Monitor cargo availability and coordinate timely release and recovery of freight from airport facilities
• Troubleshoot shipment delays, exceptions, and service issues while providing proactive communication to customers
• Prepare, process, and validate customer and vendor billing, ensuring charges are accurate and invoiced promptly
• Review, reconcile, and audit shipment costs and P&L to ensure margin accuracy and identify discrepancies
• Verify carrier, warehouse, and trucking invoices against contracted rates and approved charges
• Ensure compliance with company procedures, TSA regulations, and international shipping standards
• Maintain strong customer relationships by providing timely shipment updates and resolving service inquiries
• Collaborate with internal departments including operations, customer service, accounting, and sales to support customer needs and business objectives

Skills

Freight forwarding operations

Customer service

Track & trace

Education

Graduate in any field

Job description

Job Description

As a current employee of DP World, you should know that we believe our people are our greatest asset. As such, our talent is our priority, and we look to fill roles internally wherever possible. We are keen to utilize our talent and provide career opportunities for growth and development aligning with the business aspirations for growth, operational excellence and exceeding stakeholder expectations. We are therefore delighted that you are looking to further develop your career with DP World. Please do ensure that prior to applying to any internal vacancy you have understood the Internal Transfer Policy relevant for your region. It is best practice to ensure that your Line Manager is aware that you are exploring internal opportunities. At the time of interview, you may be asked to demonstrate their acknowledgment.

Key Accountabilities

• Coordinate and manage inbound air freight shipments from origin to final delivery.
• Perform track and trace activities to monitor shipment status and ensure timely movement of cargo
• Send pre-alerts to customers, brokers, warehouses, and internal stakeholders with shipment details and arrival information
• Review and verify airway bills (AWB), commercial invoices, packing lists, customs documents, and other shipping documentation for accuracy and compliance
• Update shipment milestones and transportation management systems (TMS) with accurate status information throughout the shipment lifecycle
• Arrange and coordinate pickup, drayage, and final-mile trucking services
• Work closely with warehouses, airlines, ground handlers, truckers, and customs brokers to ensure smooth cargo handling and delivery
• Schedule and manage delivery appointments with customers, distribution centers, warehouses, and consignee locations
• Monitor cargo availability and coordinate timely release and recovery of freight from airport facilities
• Troubleshoot shipment delays, exceptions, and service issues while providing proactive communication to customers
• Prepare, process, and validate customer and vendor billing, ensuring charges are accurate and invoiced promptly
• Review, reconcile, and audit shipment costs and P&L (Profit & Loss) to ensure margin accuracy and identify discrepancies
• Verify carrier, warehouse, and trucking invoices against contracted rates and approved charges
• Ensure compliance with company procedures, customer requirements, TSA regulations, and international shipping standards
• Maintain strong customer relationships by providing timely shipment updates and resolving service inquiries
• Collaborate with internal departments including operations, customer service, accounting, and sales to support customer needs and business objectives

Qualifications, Experience And Skills

• Graduate in any field
• At least 3 years of relevant and recent experience in Freight Forwarding Operations and Customer Service
• Freight Forwarding experience is mandatory

Please note: This position does not offer sponsorship for employment visas. Applicants must be legally authorized to work in the United States without sponsorship now or in the future.

Compensation

The expected base pay for this role is between $55,200-$69,000. This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

As part of our comprehensive benefits package, DP World offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

This position may be eligible for either short-term incentives or sales compensation. We're able to answer any additional questions you may have as you move through the selection process.

About Dp World

Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.

With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.

We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.

What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimizing disruptions from the factory floor to the customer’s door.

DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave.

We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible.

WE MAKE TRADE FLOW

To Change What's Possible For Everyone.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.

By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.