Air Customer Service Coordinator BUH

We take care of our employees, and they take care of our customers!

Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.

Our Mission

We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!

Job Description

The Air Customer Service Coordinator is responsible for delivering exceptional customer service while ensuring the timely, accurate, and compliant movement of air freight shipments. The role serves as the primary point of contact for customers, carriers, overseas offices, and internal stakeholders, while supporting business growth through competitive pricing, market intelligence, operational excellence, and continuous improvement initiatives.

The successful candidate will combine strong operational knowledge with pricing expertise, enabling the company to maintain high service levels, maximize profitability, and strengthen customer relationships.

Key Responsibilities

Customer Service & Operations

• Act as the primary contact for assigned customers and ensure outstanding customer service at all times.
• Manage and monitor export shipments from booking through final delivery and resolution of exceptions.
• Maintain and update customer SOPs, customer profiles, and operational requirements.
• Ensure timely and accurate data entry into operational systems.
• Provide shipment status updates utilizing company systems and proactively communicate any issues or delays.
• Coordinate activities with airlines, trucking providers, warehouses, overseas offices, and customers to ensure seamless execution.
• Respond to customer inquiries, emails, and requests within company service standards.
• Ensure all export documentation is complete, accurate, and compliant with regulatory requirements.
• Process bookings, airline reservations, HAWBs, MAWBs, export declarations, invoicing, and related export documentation.
• Manage daily workflow reports, exception reports, and operational KPIs.

Pricing & Commercial Excellence

• Maintain up-to-date knowledge of airline rates, fuel surcharges, security surcharges, GRI increases, and market fluctuations.
• Develop and maintain strong relationships with airlines, trucking providers, handling agents, consolidators, and strategic partners.
• Source and negotiate competitive rates from carriers and overseas offices.
• Prepare accurate and competitive quotations within agreed response times.
• Compare carrier pricing, transit times, service levels, and contract agreements to provide the best customer solutions.
• Collaborate with Sales and Management to determine pricing strategies and profit margins.
• Maintain quote records and analyze quotation performance, conversion ratios, and lost business opportunities.
• Support market analysis activities and provide recommendations on carrier selection, routing options, and pricing strategies.
• Share regular market updates with Operations, Sales, and Customer Service teams.

Compliance & Quality

• Ensure all shipments comply with company policies, IATA regulations, airline requirements, and governmental export regulations.
• Audit export documents and obtain missing compliance information when required.
• Promote a culture of compliance, accuracy, accountability, and operational excellence.
• Maintain confidentiality of customer pricing, rates, contracts, and operational information.
• Escalate operational, compliance, or service issues to management when appropriate.
• Participate in continuous improvement initiatives and identify opportunities to enhance service quality and operational efficiency.

Training & Development

• Complete all mandatory company training programs and compliance certifications.
• Maintain required industry certifications and

  qualifications

  .
• Support team training and share best practices within the department.
• Stay informed on industry developments, airline regulations, market conditions, and customer requirements.
• Meet annual training requirements established by the company.

Qualifications

Education & Experience

• Minimum 3-5 years of experience in Air Operations, Customer Service, or Pricing.
• Strong understanding of international air freight operations and export procedures.
• Experience with carrier pricing, quotations, and market analysis preferred.
• Knowledge of airline contracts, air freight routing, and service offerings.
• Experience working within a freight forwarding or logistics environment.

Knowledge

• Good understanding of air export processes and international logistics.
• Knowledge of freight forwarding systems and operational workflows.
• Understanding of airline pricing structures, market trends, and profitability management.
• Knowledge of export compliance regulations and documentation requirements.
• Familiarity with company policies, procedures, and quality standards.

Certifications

Required:

• Dangerous Goods (DG) Certification.
• Export Compliance Certification (where applicable).

Preferred:

• ADR Certification
• IATA Cargo Introductory Course Certification
• IATA Air Cargo Professional Certification
• ARR Certification
• Additional compliance or customs-related certifications

Skills & Competencies

• Strong customer service and relationship-building abilities.
• Excellent verbal and written communication skills in English.
• Strong analytical and pricing evaluation capabilities.
• High attention to detail and accuracy.
• Strong negotiation and commercial awareness.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Problem-solving mindset with a sense of urgency.
• Strong organizational and time management skills.
• Advanced Microsoft Office skills (Excel, Word, PowerPoint).
• Ability to work independently and collaboratively across departments.

Behaviours

• Demonstrates integrity, accountability, and professionalism.
• Customer-focused and solution-oriented.
• Proactive and continuously seeks process improvement opportunities.
• Maintains a positive attitude under pressure.
• Takes ownership and responsibility for assigned accounts.
• Promotes teamwork, collaboration, and company culture.
• Adapts quickly to changing market conditions and business priorities.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Expeditors offers excellent benefits:

• Meal Tickets
• Medical Health Plan
• Life & Accidents Insurance
• Day off for your Birthday
• Extra vacation days based on tenure
• Free shuttle service from/to Aviatorilor Metro station
• Employee Stock Purchase Plan
• Employee Referral Program Bonus
• Learning & Development Program
• LinkedIn Learning free access
• Growth opportunities within the company