Sr. Operations Agent - Time Critical (08:00-16:00)

Crane Worldwide Logistics is a leader in supply chain solutions with over 130 locations across 30 countries, providing tailored logistics solutions to customers around the world.

The Sr. Operations Agent – Time Critical plays a key role in supporting Crane's global Time Critical operation, ensuring the continuous movement of urgent customer shipments across multiple international regions. Working closely with colleagues across the global network, this role helps maintain seamless operational handovers, exceptional customer service and rapid response times for time-sensitive freight.

The role is responsible for coordinating shipments, preparing transport documentation, liaising with customers and carriers, resolving operational issues and supporting continuous operational coverage in a fast-paced logistics environment.

Key Responsibilities

• Documentation & Compliance
• Generate and review airline bills, motor carrier bills of lading (BOL), export/import declarations, NAFTA/USMCA forms, and other domestic paperwork.
• Maintain accurate records to meet corporate standards and regulatory requirements.
• Shipment Routing & Optimisation
• Select the optimal mode of transport (ground, air, courier) for all U.S. and cross-border Canadian shipments.
• Analyse cost-time trade-offs to balance service levels with budget objectives.
• Rate Negotiation & Carrier Management
• Negotiate competitive rates and service agreements with motor carriers, freight forwarders, and couriers (e.g., UPS, DHL, FedEx).
• Monitor carrier performance and recommend partnerships that drive cost savings and reliability.
• Brokerage Coordination
• Liaise daily with customs brokers to provide import documentation, track entries, and expedite clearance for inbound shipments.
• Troubleshoot and resolve brokerage issues to avoid delays or penalties.
• Sales Support & Quoting
• Partner with domestic sales to gather weight/dimension data, prepare accurate freight quotes, and recommend the most economical carriers.
• Empower sales teams with timely shipping insights and potential cost-saving strategies.
• Freight Bill Auditing
• Audit domestic freight invoices for accuracy, identify billing discrepancies, and liaise with carriers to dispute or adjust charges.
• Track audit outcomes and contribute to ongoing cost-control initiatives.
• Customer Service & Issue Resolution
• Act as the primary point of contact for client inquiries and shipment status updates.
• Investigate service failures or complaints, propose corrective actions, and follow through to client satisfaction.
• Relationship Management
• Build and maintain strong, trust-based relationships with internal teams and external partners.
• Consistently deliver exceptional service to strengthen customer loyalty.

Time Critical Operations

Support Crane Worldwide Logistics' global Time Critical operation by ensuring seamless operational handovers between international regions to provide continuous customer support for urgent and time-sensitive shipments.

Work collaboratively with colleagues across multiple time zones to maintain operational continuity, respond to customer requirements and deliver exceptional service within agreed service levels.

Contribute to business continuity by supporting operational flexibility and adapting to changing customer and business requirements.

Other Duties

• Undertake special projects, continuous improvement initiatives and other duties as reasonably assigned by management.
• Support operational resilience and business continuity by adapting to changing operational priorities and customer requirements.
• Contribute to the ongoing development and improvement of operational processes, customer service standards and team performance.

Working Arrangements.

This role forms part of Crane Worldwide Logistics' global Time Critical operation.

Subject to operational requirements, the employee's employment contract, applicable Company policies and local employment legislation, this role may require participation in rotating shift patterns, including day, evening, weekend, public holiday and, where applicable, night working to support continuous operational coverage.

Working arrangements will be communicated through published shift schedules and may be amended from time to time in accordance with business needs, applicable legislation and the employee's contractual terms.

Nothing within this Job Description shall be interpreted as creating a contractual entitlement to any particular working pattern, shift, working hours or working days.

Skills & Abilities

• Excellent verbal and written communication skills; intuitive listening and problem-solving abilities.
• Proven capacity to work under pressure in fast-paced environments and manage multiple priorities.
• Strong analytical mind with meticulous attention to detail.
• Proficient in TMS/ERP systems and the Microsoft Office suite.
• Client-focused, proactive attitude with a proven record of delivering service excellence.
• Quick learner with excellent memory recall of operational data, rates, and carrier guidelines.
• Demonstrates flexibility and adaptability to support a dynamic operational environment and changing business requirements.

Education & Experience

• Minimum of 3 years’ experience in freight operations, logistics, or a related field.
• At least 2 years’ practical experience with motor carriers, freight forwarders, or express couriers.
• High School Diploma or GED required; a Bachelor’s degree in Business, Supply Chain, or Logistics is preferred.
• Experience working within a shift-based logistics, freight forwarding, aviation, transport or other time-critical operational environment would be advantageous.

Recruitment Agency Policy

 At Crane Worldwide3 Logistics we manage all hiring directly and do not accept unsolicited CVs or candidate profiles from recruitment agencies or search firms. Agencies must not contact our employees or managers directly with candidate details.

 Where recruitment support is required, we will engage trusted partners through a formal written agreement. Any CVs received without such an agreement will be treated as direct applications, and (Company Name) will not be liable for any associated placement fees.

 We appreciate your cooperation in respecting this policy.