Freight Forwarding Operations and Customer Service Agent - Air Imports

DP World • Brooklyn, NY

19h • Hybrid

About The Position

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.

Requirements

• 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
• Applicants must be legally authorized to work in the United States without sponsorship now or in the future.

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 (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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level