Import Agent (Air Freight Operations)

About the role

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.

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

Requirements

• 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)
• Why Join Assist World?
• 100% REMOTE
• $50 birthday bonus
• $200 testimonial bonus
• $500 entry monthly raffle
• NO TRACKER. NO PROBLEM

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