Customer Service Rep II (Air Operations Support)
About The Position
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. CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in 170+ countries and with more than 110,000 employees spread over 1,500 sites, we are proud to be a Top 5 global 3PL. We believe that our employees are the key to our success. We want to engage and empower our diverse, global team to co-create value with our customers through our solutions in contract logistics and air, ocean, ground, and finished vehicle transport. That is why CEVA Logistics offers a dynamic and exceptional work environment that fosters personal growth, innovation, and continuous improvement. At CEVA Logistics, we Rise in Motion. Your career is always on the move, growing as fast and as far as your ambition takes you. Join a global team of nearly 200 nationalities, shaping the future of global trade, moving essential goods, forging new paths, and pushing boundaries to serve an ever-changing world. The pace is fast, the challenges are real, but the rewards are greater: growth, purpose, and the chance to make a meaningful impact. This is more than a job. It’s a journey on which you rise.
Requirements
- 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.
Responsibilities
- 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
- 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
- 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
- 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 records
- Stay updated on regulatory changes affecting global air freight
Benefits
- Multiple health plans (company contribution to health savings account)
- Prescription coverage
- Dental coverage
- Vision coverage
- Company paid life insurance
- Accident insurance
- Short- and long-term disability coverage
- Employee assistance plan
- Voluntary benefits including additional life insurance, AD&D coverage, buy-up short- and long-term disability, critical illness, identify theft & legal plan.
- 401(k) with company match
- Flexible Paid Time Off programs
- Company paid holidays
- Tuition reimbursement program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
