Job Overview The Air Export Operations Specialist II performs the full scope of the Air Export Operations Specialist I role at an advanced level of independence, and carries ownership of higher-complexity accounts, shipments, and exceptions. This role is the experienced desk within the department: it resolves problems that a Specialist I escalates, quotes and manages file profitability within delegated authority, maintains customer SOPs, and mentors less experienced team members. The Specialist II operates under the direction of the Senior Operations Agent, who retains formal team responsibility, new customer onboarding and implementation, and final authority on commercial and service-recovery decisions. Duties & Responsibilities Operations Specialist I

▪ Performs all duties of the Air Export Operations Specialist I at full proficiency, including: o Manage end-to-end air export shipments from booking through final delivery, including cargo space bookings and coordination with carriers, warehouses, and trucking companies. o Prepare and review export documentation including air waybills, commercial invoices, packing lists, certificates of origin, shipper's letters of instruction, and export declarations. o Ensure timely transmission of documents to customers, carriers, and destination agents. o Track and trace shipments, providing proactive status updates to customers and internal teams. o Act as the primary point of contact for assigned key customer accounts, ensuring clear communication and service excellence. o Coordinate with customers on shipment requirements, cargo readiness, and special handling instructions. o Follow customer SOPs consistently and coordinate with overseas agents, vendors, and partners for smooth end-to-end shipments. o Prepare rate quotations and manage invoicing with attention to budget, profitability, and operational efficiency. o Ensure compliance with international trade regulations, U.S. Customs (CBP), FMC, TSA, C-TPAT, ITAR, IMCO, HAZMAT, and AES/EEI filing requirements. o Maintain records in accordance with company and regulatory requirements, and audit carrier/vendor invoices to ensure proper billing to customers. o Monitor export shipments for adherence to service standards, carrier contracts, and operational SOPs. o Troubleshoot shipment delays, cargo discrepancies, and documentation issues. o Assist in minor training and oversight based on lanes, commodities, or special projects. Operations Specialist II

▪ Account & Shipment Ownership o Independently manage a portfolio of higher-complexity accounts and shipments, including multi-leg routings, charters, AOG and time-critical freight, project cargo, temperature-controlled shipments, and dangerous goods. o Serve as the named operational owner for assigned accounts, including after-hours and weekend coverage on an assigned rotation. o Handle non-routine bookings that a Specialist I would escalate, including capacity shortfalls, embargoes, space constraints, and rerouting decisions. o Coordinate shipments across AEG facilities and trade lanes where a file involves more than one origin or branch.

▪ Exception & Problem Resolution o Resolve shipment exceptions independently through carrier, agent, and vendor channels; escalate to the Senior Operations Agent when resolution requires a commercial concession, carries claim exposure, or affects the customer relationship. o Determine root cause on service failures within assigned accounts and document findings for corrective action. o Initiate and maintain loss, damage, and cargo claim files, gathering evidence and supporting documentation through submission. o Provide written incident recaps to management and, where directed, to the customer.

▪ Rate, Cost & Profitability Management o Prepare and issue quotations within established margin thresholds; obtain spot rates from carriers and co-loaders and negotiate within delegated authority. o Own job-level profitability for assigned files, including review of estimated versus actual costs, clearing open accruals, and resolving billing disputes prior to month-end close. o Audit carrier and vendor invoices for assigned lanes and identify recurring cost variances for management review. o Flag rate, surcharge, or accessorial trends that affect account profitability to the Senior Operations Agent.

▪ Compliance & Quality Assurance o Serve as a first-line compliance reference for the team on AES/EEI filings, denied party screening, licensing, and dangerous goods documentation. o Perform file audits on peer shipments for documentation accuracy, milestone integrity, and CargoWise data quality; log findings and follow through to correction. o Maintain certifications required for assigned cargo types and keep department reference materials and regulatory bulletins current. o Support internal and customer audits by assembling requested files and documentation.

▪ Customer SOPs & Reporting o Draft, update, and maintain customer SOPs and desk instructions for assigned accounts; circulate changes to operations and confirm they are being applied. o Identify gaps between the documented SOP and actual practice, and recommend corrections. o Produce customer reporting such as on-time performance, shipment status summaries, and volume recaps. o Participate in customer operational review calls alongside the Senior Operations Agent or account owner.

▪ Training & Team Support o Mentor and onboard Operations Specialist I team members through shadowing, file review, and day-to-day procedural guidance. o Provide backup desk coverage for the Senior Operations Agent during absences on assigned lanes and accounts. o Contribute to department training material and participate in cross-training across trade lanes and commodities. o Provide input to the Senior Operations Agent on team workload, file quality, and training needs; formal performance oversight remains with the Senior Operations Agent.

▪ Continuous Improvement & Systems o Identify recurring operational issues and propose process or system changes to the Senior Operations Agent or management. o Support CargoWise workflow improvements, including templates, eDocs standards, milestone and EDI setup, and data clean-up for assigned accounts. o Contribute operational detail to new customer implementations and test shipments under the direction of the Senior Operations Agent. o Participate in special projects assigned by department leadership. Competencies

▪ Advanced working knowledge of air export regulations, Incoterms, and documentation requirements, including dangerous goods.

▪ Ability to work independently on complex files and make sound operational decisions within defined authority.

▪ High level of customer service, with the ability to own difficult customer conversations and resolve issues to conclusion.

▪ Self-starter with strong attention to detail and a demonstrated understanding of quality assurance.

▪ Ability to analyze and manipulate large amounts of data to identify service, cost, and compliance trends.

▪ Demonstrated ability to mentor, coach, and review the work of less experienced team members.

▪ Advanced proficiency with freight forwarding systems (CargoWise) and the Microsoft Office Suite.

▪ Proven organizational and time management skills, with the ability to learn, adapt, and thrive under pressure.

▪ Must pass and maintain TSA Security Threat Assessment (STA) for IAC eligibility. Experience & Qualifications

▪ Demonstrated experience working with CargoWise and the interactive equipment, including reporting and documentation workflows.

▪ Proficient in Microsoft Office [ Strong knowledge of Excel tables and formulas ]

▪ Strong knowledge of INCOTERMS, international trade, and air freight operations.

▪ Education Requirements o High School or equivalent ( 4 year experience ) o Associates Degree ( 3 year experience ) o Bachelor Degree in supply chain, logistics, or international business preferred

▪ Intermediate Level

▪ 4-6 years' experience in air export operations

▪

IATA/ICAO

Dangerous Goods certification preferred

▪ Must pass and maintain TSA Security Threat Assessment (STA) for IAC eligibility. Physical Requirements (ADA Compliance)

• Ability to remain stationary at a desk for extended periods, frequently operating a computer, telephone, and other standard office equipment.
• Ability to occasionally move about the office to access files, office machinery, or attend meetings; may need to transport parcels or packages up to 10-20 pounds occasionally.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Regularly required to use hands and fingers for typing, filing, and handling documents. Ability to observe details on documents and screens, requiring normal or corrected vision for reading and data entry.
• Reasonable accommodations will be provided to enable qualified individuals with disabilities to perform essential job functions in accordance with the Americans with Disabilities Act.

Pay:

$59,280.00 - $60,000.00 per year

Benefits:

401(k) Health savings account Life insurance

Work Location:

In person