Customer Care Specialist - Air Freight

Customer Care Specialist – Air Freight

Location: Renton, WA 98057
Schedule: Full-Time | Temp-to-Hire | 100% Onsite
Hours: Monday–Friday, 8:30 AM – 5:00 PM
Pay Range: Up to $27.00–$28.00/hour DOE

Position Overview

The Customer Care Specialist serves as a key point of contact for customers and overseas partners, ensuring a high level of customer satisfaction through proactive communication, shipment coordination, issue resolution, and operational support within an air freight environment.

Key Responsibilities

• Provide exceptional customer service by managing customer inquiries, requests, and follow-up communications.
• Maintain accurate customer information and records within internal systems.
• Support the implementation, monitoring, and ongoing management of customer accounts.
• Coordinate all aspects of shipment arrivals, including billing, rate quotations, and vendor invoice approvals.
• Ensure shipments, handling, storage, and rating activities are processed accurately according to established SOPs.
• Communicate daily with overseas offices to support operational requirements and shipment movement.
• Adhere to customer-specific quality agreements, service level agreements (SLAs), and standard operating procedures.
• Maintain compliance with OSHA, DOT, EPA, and other applicable regulatory requirements.
• Collaborate with internal departments to ensure seamless service delivery and customer satisfaction.
• Perform additional duties and projects as assigned.

Qualifications & Skills

• Minimum 2 years of freight forwarding or 3PL experience, with a strong understanding of air freight operations and logistics processes (oversees shipping).
• Proven ability to deliver exceptional customer service while supporting both customers and internal stakeholders.
• Knowledge of shipment coordination, billing, rate quotations, vendor invoice approvals, and SOP adherence.
• Strong problem-solving skills with the ability to exercise sound judgment and work independently in a fast-paced environment.
• Results-driven with a commitment to meeting deadlines and exceeding expectations.
• Excellent time management, organizational, prioritization, multitasking, and follow-up skills.
• Strong verbal and written communication skills, including active listening and customer relationship management.
• Ability to work collaboratively across multiple departments and international teams.
• Proficiency in Microsoft Office and other computer-based business applications.
• Understanding of OSHA, DOT, EPA, and other regulatory compliance requirements related to transportation and logistics operations.

Ideal Candidate

The ideal candidate is customer-focused, highly organized, and experienced in air freight or freight forwarding operations. They are comfortable managing multiple priorities, communicating with international partners, and ensuring accurate, compliant, and timely shipment processing while delivering an outstanding customer experience.