Operations Lead - Critical Accounts (Airfreight)

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries providing individual services that address our client's logistics challenges. The Tier 1 Operations Lead for Airfreight oversees day-to-day execution of critical air cargo movements for high-value customers. This role ensures flawless coordination across booking, documentation, carrier handling, customs clearance, and milestone visibility. As the primary escalation point for critical accounts, the Operations Lead safeguards service reliability, manages exceptions, and maintains strong customer relationships in a fast-paced, deadline-driven environment.

Essential Job Functions

• Airfreight Operational Leadership
  • Lead Tier 1 airfreight teams responsible for bookings, pre-alerts, tracking, and exception management.
  • Ensure all shipments meet airline cut-offs, security requirements, and customer-specific SOPs.
  • Monitor daily performance metrics such as uplift success rate, milestone accuracy, and transit time compliance.
• Critical Account Management
  • Act as the operational owner for key airfreight customers with sensitive cargo, high volumes, or strict transit requirements.
  • Build strong relationships with customer logistics teams, understanding their routing guides, compliance rules, and service expectations.
  • Conduct regular performance reviews, including root-cause analysis for delays, rollovers, or documentation errors.
  • Oversee end-to-end airfreight processes: booking, pickup, export documentation, security screening, airline acceptance, uplift, arrival, customs clearance, and final delivery.
  • Serve as the first escalation point for issues such as airline rollovers, missing or incorrect documentation, capacity shortages, weather-related disruptions, and customs holds.
  • Coordinate with carriers, ground handlers, customs brokers, and internal teams to resolve issues quickly and protect customer timelines.
• Documentation & Compliance
  • Ensure accuracy and timeliness of all airfreight documents, including MAWB/HAWB, commercial invoices, packing lists, DG declarations, and security documentation.
  • Maintain compliance with aviation security regulations, IATA standards, and customer SOPs.
  • Identify documentation gaps and implement corrective actions to prevent recurrence.
  • Work closely with airlines, GSAs, and ground handling agents to secure space, manage uplift priorities, and resolve operational issues.
  • Provide proactive communication to customers regarding flight status, delays, and recovery plans.
  • Support carrier performance reviews by providing operational insights and data.
• Cross-Functional Collaboration
  • Partner with Sales, Key Account Management, Customs, and Network Operations teams to support customer needs and service improvements.
  • Provide operational feedback to influence routing strategies, carrier selection, and capacity planning.
  • Support onboarding of new airfreight accounts, ensuring SOPs, KPIs, and communication flows are clearly defined.

Required Skills and Experience

• Proven experience in airfreight operations within a freight forwarder or airline environment.
• Strong understanding of IATA regulations, airline processes, security screening, and customs procedures.
• Experience managing time-critical shipments and high-pressure escalations.
• Excellent communication skills with the ability to provide clear, concise updates to customers and internal teams.
• Familiarity with airfreight TMS systems, airline portals, and visibility platforms.

Physical Requirements

• Talking, hearing and using hands to operate computer equipment.
• Vision abilities required by this job include close vision and the ability to adjust focus.

Certificate

• Professional certification may be required in some areas.

Customer Focus: Dedicated to supporting high-value accounts with urgency and precision.

Operational Discipline: Strong attention to detail in documentation, cut-off management, and milestone accuracy.

Problem-Solving: Able to quickly assess issues and drive fast, effective resolutions.

Leadership: Guides Tier 1 teams with clarity, accountability, and calm under pressure.

Agility: Thrives in a fast-paced environment with frequent exceptions and tight deadlines.