About this role
Overview We are seeking highly organized and detail-oriented Remote Import Agents to support a fast-paced air freight operation focused on JFK import recoveries.
This role acts as the communication bridge between customers, warehouse teams, dispatch, and drivers — ensuring shipments move efficiently, customers receive timely updates, and operational requests are handled accurately.
The environment is repetitive and process-driven, making it ideal for someone who thrives in structured workflows, can prioritize tasks logically, and remains calm under pressure.
Key Responsibilities Shipment Coordination & Customer Communication
Monitor and respond to shipment-related emails
Enter shipment alerts and customer requests into the TMS system
Provide shipment updates to customers, dispatch, warehouse teams, and drivers
Follow up proactively when updates are delayed
Call drivers, dispatch teams, or warehouse staff directly when needed for urgent updates
Ensure all communication is accurate, professional, and timely
Documentation & Data Entry
Enter shipment information into Crown Freight Manager
Print and distribute shipment documents and requests
Update operational spreadsheets with shipment statuses and customer requests
Track and relay warehouse service requests and shipment changes
Maintain accurate operational notes and logs
Operations Support
Coordinate between customers and warehouse/dispatch teams
Escalate operational issues appropriately when needed
Prioritize urgent shipments based on operational impact
Support time-sensitive import recovery workflows
Assist with routing instructions and shipment status coordination
Workflow & Prioritization
Distinguish between urgent and non-urgent tasks
Prioritize truckers already waiting on-site over future/pending shipments
Ensure high-priority requests are communicated immediately to the operations team
Handle repetitive operational processes with consistency and accuracy
Systems & Tools
Crown Freight Manager (training provided)
Cartis (training provided)
Outlook
Excel & shared spreadsheets
RingCentral / VOIP systems
Transportation Management Systems (TMS)
Required Skills & Experience
Previous experience in logistics, freight forwarding, dispatch support, trucking coordination, or import operations preferred
Strong organizational and multitasking skills
Ability to think logically and prioritize effectively
Comfortable handling repetitive operational workflows
Strong written and verbal English communication
Comfortable making calls to drivers, warehouse teams, and customers
Strong attention to detail
Comfortable working in fast-paced, time-sensitive environments
Nice-to-Haves
Air import or airport cargo experience
Experience working with trucking dispatch teams
Familiarity with shipment tracking systems or TMS platforms
Experience with customer operations support
Understanding of freight terminology (MAWB/HAWB, bonded cargo, etc.)
Training & Support
Full training provided on proprietary systems and workflows
Each remote agent will work directly alongside an on-site operational counterpart
Escalation support structure already in place
Performance Expectations
Fast response times to operational requests
Accurate data entry and shipment updates
Strong follow-through and communication
Ability to manage priorities independently
Reliable attendance and shift coverage
Industry: Air Freight / Logistics / Import Operations Working Hours (EST): Shift A: Monday–Friday | 8:00 AM – 4:00 PM EST Shift B: Monday–Wednesday, Friday & Saturday | 2:00 PM – 10:00 PM EST (Off Thursdays & Sundays)