Import Agent (Air Freight Operations)

Overview We are seeking highly organized and detail-oriented Remote Import Agents to support a fast-paced air freight operation focused on JFK import recoveries. This role acts as the communication bridge between customers, warehouse teams, dispatch, and drivers — ensuring shipments move efficiently, customers receive timely updates, and operational requests are handled accurately. The environment is repetitive and process-driven, making it ideal for someone who thrives in structured workflows, can prioritize tasks logically, and remains calm under pressure. Key Responsibilities Shipment Coordination & Customer Communication Monitor and respond to shipment-related emails Enter shipment alerts and customer requests into the TMS system Provide shipment updates to customers, dispatch, warehouse teams, and drivers Follow up proactively when updates are delayed Call drivers, dispatch teams, or warehouse staff directly when needed for urgent updates Ensure all communication is accurate, professional, and timely Documentation & Data Entry Enter shipment information into Crown Freight Manager Print and distribute shipment documents and requests Update operational spreadsheets with shipment statuses and customer requests Track and relay warehouse service requests and shipment changes Maintain accurate operational notes and logs Operations Support Coordinate between customers and warehouse/dispatch teams Escalate operational issues appropriately when needed Prioritize urgent shipments based on operational impact Support time-sensitive import recovery workflows Assist with routing instructions and shipment status coordination Workflow & Prioritization Distinguish between urgent and non-urgent tasks Prioritize truckers already waiting on-site over future/pending shipments Ensure high-priority requests are communicated immediately to the operations team Handle repetitive operational processes with consistency and accuracy Systems & Tools Crown Freight Manager (training provided) Cartis (training provided) Outlook Excel & shared spreadsheets RingCentral / VOIP systems Transportation Management Systems (TMS) Required Skills & Experience Previous experience in logistics, freight forwarding, dispatch support, trucking coordination, or import operations preferred Strong organizational and multitasking skills Ability to think logically and prioritize effectively Comfortable handling repetitive operational workflows Strong written and verbal English communication Comfortable making calls to drivers, warehouse teams, and customers Strong attention to detail Comfortable working in fast-paced, time-sensitive environments Nice-to-Haves Air import or airport cargo experience Experience working with trucking dispatch teams Familiarity with shipment tracking systems or TMS platforms Experience with customer operations support Understanding of freight terminology (MAWB/HAWB, bonded cargo, etc.) Training & Support Full training provided on proprietary systems and workflows Each remote agent will work directly alongside an on-site operational counterpart Escalation support structure already in place Performance Expectations Fast response times to operational requests Accurate data entry and shipment updates Strong follow-through and communication Ability to manage priorities independently Reliable attendance and shift coverage Industry: Air Freight / Logistics / Import Operations Working Hours (EST): Shift A: Monday–Friday | 8:00 AM – 4:00 PM EST Shift B: Monday–Wednesday, Friday & Saturday | 2:00 PM – 10:00 PM EST (Off Thursdays & Sundays)