Air import customer service agent

Right Now Group are recruiting for an experienced Air Import Customer Service Coordinator to join a busy freight forwarding operation based in the Heathrow area.

This is a customer-focused Air Import position where you'll take responsibility for managing shipments from origin through to final delivery, acting as a key point of contact for customers throughout the process.

We're looking for someone with a good understanding of Air Import operations and customs procedures, but equally important is the ability to communicate confidently with customers, build strong relationships, provide proactive shipment updates, and resolve problems before they escalate.

You'll work closely with overseas agents, customs teams, transport, warehouse operations, and other internal departments to ensure customers receive a consistently high level of service.

Key Responsibilities of an Air Import Customer Service Coordinator

• Manage Air Import shipments from origin through to final delivery
• Act as a key point of contact for customers, providing proactive shipment updates throughout the process
• Liaise with overseas agents to obtain pre-alerts, documentation, and shipment information
• Monitor flight arrivals and ensure shipments continue moving through the import process efficiently
• Coordinate with customs, transport, warehouse, and operational teams to ensure deliveries are completed on time
• Handle customer enquiries and resolve shipment issues quickly and professionally
• Build and maintain strong relationships with key customers and suppliers
• Identify potential service failures and take action before issues are escalated
• Maintain accurate shipment information and customer records within internal freight systems
• Support the customs clearance process and ensure the correct documentation is available
• Check operational files for accuracy prior to invoicing
• Monitor revenue and costs to help maintain shipment profitability
• Prepare customer quotations and provide pricing support where required
• Record and investigate service failures or customer complaints
• Support cross-trade shipments where required
• Maintain high standards of customer service, compliance, and operational accuracy

Skills & Experience Required

• Previous experience within Air Freight Imports is essential
• Minimum 2 years' experience within freight forwarding would be preferred
• Good understanding of the Air Import process from origin through to delivery
• Knowledge of import customs procedures and customs entries
• Strong customer service and relationship-building skills
• Confident communicating with customers, overseas agents, suppliers, and internal departments
• Ability to provide quotations and understand basic freight pricing would be advantageous
• Experience with cross-trade shipments would be beneficial
• Strong organisational skills with the ability to manage multiple shipments and customer requirements
• Excellent attention to detail and accuracy
• Proactive approach to problem-solving and resolving service issues
• Comfortable working within a busy, fast-paced freight forwarding environment
• Experience using freight forwarding systems such as ASM or FCL would be advantageous
• Confident using Microsoft Excel, Word, and Outlook

Salary & Benefits

• Salary between £30,000 - £35,000 depending on experience
• Monday to Friday working pattern
• Working hours of 09:00 - 17:30
• Heathrow / Hayes location
• Opportunity to join a busy international freight forwarding operation
• Long-term career development opportunities
• Supportive and experienced team environment

Why Apply?

This is a great opportunity for an experienced Air Import professional who particularly enjoys the customer-facing side of freight forwarding.

You'll take ownership of customer accounts, coordinate shipments from origin through to delivery, provide proactive updates, resolve problems, and work closely with the wider operation to ensure customers receive a consistently high level of service.

This role would suit an experienced Air Import Coordinator, Air Import Clerk, Import Customer Service Agent, Airfreight Customer Service Coordinator, Import Operator, or Freight Forwarding Customer Service Agent.

Suitable candidates will be contacted within 24 hours.