Sr. Operations Agent - Time Critical - 1st Shift (08 : 00 -16 : 00)

Key Responsibilities

Documentation & Compliance Generate and review airline bills, motor carrier bills of lading (BOL), export / import declarations, NAFTA / USMCA forms, and other domestic paperwork.

Maintain accurate records to meet corporate standards and regulatory requirements.

Shipment Routing & Optimisation Select the optimal mode of transport (ground, air, courier) for all U.S. and cross-border Canadian shipments.

Analyse cost-time trade-offs to balance service levels with budget objectives.

Rate Negotiation & Carrier Management Negotiate competitive rates and service agreements with motor carriers, freight forwarders, and couriers (e.g., UPS, DHL, FedEx).

Monitor carrier performance and recommend partnerships that drive cost savings and reliability.

Brokerage Coordination Liaise daily with customs brokers to provide import documentation, track entries, and expedite clearance for inbound shipments.

Troubleshoot and resolve brokerage issues to avoid delays or penalties.

Sales Support & Quoting Partner with domestic sales to gather weight / dimension data, prepare accurate freight quotes, and recommend the most economical carriers.

Empower sales teams with timely shipping insights and potential cost-saving strategies.

Freight Bill Auditing Audit domestic freight invoices for accuracy, identify billing discrepancies, and liaise with carriers to dispute or adjust charges.

Track audit outcomes and contribute to ongoing cost-control initiatives.

Customer Service & Issue Resolution Act as the primary point of contact for client inquiries and shipment status updates.

Investigate service failures or complaints, propose corrective actions, and follow through to client satisfaction.

Relationship Management Build and maintain strong, trust-based relationships with internal teams and external partners.

Consistently deliver exceptional service to strengthen customer loyalty.

• Other Duties Undertake special projects and continuous-improvement initiatives as assigned by management.

Skills & Abilities

Education & Experience