Freightserve-recruitment-are-looking-for-a-Operations-Lead-Agent-looking-after-Key- Accounts-for-a-Worldwide-Freight-Forwarder-based-in-the-Heathrow-area.

The-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.

Daily-Duties:-

• Lead-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.
• 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
• Screening-failures
• Capacity-shortages
• Weather-related-disruptions
• Customs-holds
• Coordinate-with-carriers,-ground-handlers,-customs-brokers,-and-internal- teams-to-resolve-issues-quickly-and-protect-customer-timelines.
• 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.
• 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-Experience

• Experience-in-airfreight-operations-within-a-freight-forwarder-or-airline- environment.
• Strong-understanding-of-IATA-regulations,-airline-processes,-security- screening,-trade-compliance-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-systems,-airline-portals,-and-visibility-platforms.

As-an-agency-we-are-fast-becoming-the-number-one-Freight-specialist-in-the-UK.-We-have-a-fast-growing-reputation-with-most-Freight-related-companies.-Freightserve-has-been-established-since-1992-working-within-the-Freight-Forwarding-and-Shipping-industry.