Import Export Operator

The Airfreight Import & Export operator is responsible for the arranging and receiving of all import/export consignments on behalf of both internal and external customers in the most efficient and cost-effective manner whilst achieving the required service levels. This role involves dealing with all documentation, liaising with customers, and providing excellent customer service. The operator is also responsible for communicating with all internal functions.

This is a full-time role (37.5 hours per week, Sunday to Thursday) located around the Heathrow area. Salary: £ NEG.

Duties Include:

• Dealing with internal and external customers on a day-to-day basis.
• Developing effective relationships and negotiating with carriers and overseas agents.
• Pre-booking identification with support/guidance of UK Head of Airfreight.
• Entering HM Customs entry procedures (NES) and ensuring MUCRs are closed prior to delivery.
• Ensuring accurate data is processed in Cargowise such as billing and operational functions.
• Supporting the Sales/Product team with the most efficient and cost-effective way of transporting goods.
• Cost reconciliation and accruals for cost accuracy.
• Ensuring all documentation (AWB/DUCR/MUCR) timelines for processing meet the KPI requirements.
• Ensuring all other KPI targets are met as directed by the management team.
• Ensuring optimum service is provided by our vendors and suppliers.
• Supporting jointly with the Commercial team a sales plan and target account platform for key accounts.
• Developing and maintaining personal expertise in operational systems and processes.
• Representing the Company in a positive and professional manner, ensuring that corporate DNA and family values are adhered to at all times.
• Monitoring all accounts with the customer service team to ensure low and nil spend customers are immediately identified and relevant follow-up action is taken.
• Liaising with all new and regular customers on all queries and issues through regular contact by telephone.
• Consistently evaluating all processes and procedures and suggesting possible improvements.
• Responding to customer enquiries professionally and promptly.
• Managing and ensuring accurate data is entered into Cargowise including key tracking events and invoice timelines.
• Complying with all relevant work and safety legislation, standards, organisational procedures, and UK security regulations.
• Developing relationships with the Sales Team to share customer knowledge and provide business support.
• Fully understanding and being conversant with the standard operating procedures.
• Liaising with customers on all queries and issues.
• Processing collection and delivery notes and passing them to transport.
• Organising customs clearance and advising of delivery dates according to lead times.
• Advising operations of special requirements and providing POD where required.
• Actioning all invoices and customer/airline queries and responding within the SLA of 24 hours.
• Creating spot quotes and generating business from existing customers where possible, with the support of the commercial team and the UK Head of Airfreight.
• Adhering to invoice timelines.

About You:

The ideal candidate will be educated in Maths and English (oral and written) to GCSE, Standard Grade or equivalent; grade A-C and be able to demonstrate highly competent computer skills in all areas of Microsoft Office. Extensive knowledge of import/exports/pricing within Airfreight, knowledge of international trading terms, and international standards for freight carriage, insurance, and costs is essential.