Operations Specialist - Key Accounts

ESSENTIAL FUNCTIONS:

• Provide outstanding, white-glove customer service to key accounts by promptly addressing inquiries, managing shipments per customer-specific SOPs, and escalating issues to leadership when necessary.

• Prepare, review, and process customer shipments, with required documentation (e.g., customer classifications, commercial invoices), ensuring accuracy, proper sequencing, and inclusion of all necessary copies.

• Coordinate freight dispatch for delivery, maintaining regular communication with truckers to ensure timely updates and resolutions.

• Support sales, department managers, and colleagues in preparing competitive quotes for clients.

• Track and manage customer bookings and shipments, provide timely updates on shipment statuses or delays, arrange deliveries, collect proof of delivery (POD), and complete costing and invoicing of all files.

• Ensure accurate job costing by managing payables, receivables, and accruals in accordance with company policies and guidelines.

• Invoice customers for each file, verifying payment terms for the responsible party.

• Resolve discrepancies in payables by collaborating with vendors and overseas offices.

• Monitor customer shipping trends, identifying and reporting any significant changes to management.

• Evaluate customer performance and recommend adjustments to enhance support levels.

• Serve as a backup for team members when required, demonstrating versatility and cross-functional knowledge.

• Uphold compliance standards within the department.

• Proactively address and resolve issues while escalating critical matters to management when appropriate.

• Perform additional duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• None

QUALIFICIATIONS

• Minimum of 5 years' experience managing air and/or ocean shipments (AtoZ) in the freight forwarding industry.

• Preferred experience handling both import and export shipments across air and ocean services.

• Experienced handling Aerospace or High-Tech shipments.

• Experienced quoting customer shipments.

• Prior experience using CargoWise (C1) is a plus.

• Strong knowledge of U.S. customs laws, regulations, and procedures.

• Exceptional customer service and communication skills.

• Excellent organizational abilities with a strong attention to detail.

• Proficient in computer skills; experience with the Microsoft Office Suite is an advantage.

• Capable of multitasking, meeting deadlines, and thriving in both team-oriented and independent work environments.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED equivalent is preferred

• Experience and knowledge regarding imports, export, compliance, rules and regulations

• Preferred Experience handling aerospace or high-tech shipments.

• Experienced quoting shipments.

• Experience in handling accruals and billing services provided to customers

• Knowledge of Importer Security Filing (ISF) preferred

• Knowledge of CargoWise (C1)

• Good working knowledge of Incoterms required

ENVIRONMENT:

100% performed in climate-controlled internal office environment working under normal office conditions.  

While performing the duties of this job, the employee is regularly required to sit; stand; walk; use hands and finger to feel and handle; reach with arms and hands; talk and hear.  While performing the duties of this job, the employee frequently is required to stoop, kneel, and crouch; lift weight or exert a force up to a maximum of 25 pounds.