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)