Customer Service Rep II (Air Operations Support)

Customer Service Rep II (Air Operations Support) Starting Salary Range: $56,322-$70,402 (This role is eligible for overtime compensation) + Benefits Position Summary 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. Key Responsibilities Air Import Support 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 Air Export Support 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 Customer Service & Operations 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 Compliance & Documentation 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 recordsStay updated on regulatory changes affecting global air freight Required Skills & Qualifications 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. CEVA Logistics is proud to be an equal opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic. We are an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. Information provided is true and accurate. False statements or information will result in the application voided. Outstanding benefits for employee and family including multiple health plans (company contribution to health savings account), prescription, dental and vision coverage. Company paid life insurance, accident insurance, short‑ and long‑term disability coverage and employee assistance plan. Voluntary benefits including additional life insurance, AD&D coverage, buy‑up short‑ and long‑term disability, critical illness, identity theft & legal plan. 401(k) with company match. Flexible Paid Time Off programs including company paid holidays. Tuition reimbursement program. #J-18808-Ljbffr American President Lines