Air Freight Import Account Manager

The Air Freight Import Account Manager is responsible for the overall ownership, management and growing key customer accounts within the air import division, with a primary focus on customs clearance, regulatory compliance, and exceptional customer service. This role oversees the end-to-end import process from cargo arrival through final delivery, ensuring timely customs clearance, seamless shipment coordination, and compliance with all applicable government regulations. The position requires a strong understanding of import operations, U.S. Customs regulations, account management, and customer engagement to achieve business objectives while maintaining profitability and service excellence.

Key Responsibilities

• Maintain full ownership of assigned air import customer accounts, ensuring exceptional customer service and timely communication throughout the import process.
• Manage air import shipments from pre-arrival through customs clearance, release, and final delivery, ensuring all customer requirements and service commitments are met.
• Coordinate and oversee customs clearance activities, ensuring complete and accurate documentation and compliance with U.S. Customs and Border Protection (CBP), Partner Government Agencies (PGAs), and all applicable import regulations.
• Build and maintain strong relationships with customers, customs brokers, airlines, government agencies, trucking providers, and other key business partners.
• Review commercial invoices, packing lists, bills of lading, air waybills, and other import documentation to ensure accuracy and compliance.
• Work closely with customs brokerage teams to resolve entry issues, customs holds, examinations, and regulatory requirements while minimizing shipment delays.
• Negotiate customer pricing and service agreements while maintaining competitive rates and profitable account margins.
• Identify opportunities to grow existing customer accounts by expanding import services, customs brokerage, and value-added logistics solutions.
• Proactively resolve customer concerns, shipment exceptions, customs delays, and service issues by providing timely and effective solutions.
• Coordinate with operations, warehouse, transportation, and customs brokerage teams to ensure smooth execution of import shipments.
• Monitor shipment performance and provide customers with shipment visibility, customs status updates, KPI reporting, and performance reviews.
• Analyze account performance, revenue, profitability, and operational metrics to identify opportunities for continuous improvement and business growth.
• Collaborate with internal departments to improve operational efficiencies, streamline customs clearance processes, and reduce costs.
• Prepare regular reports on account performance, import activity, customs compliance, forecasts, and market trends for management.
• Stay informed on changes in customs regulations, tariff updates, trade policies, and import compliance requirements to provide customers with accurate guidance and maintain regulatory compliance.