Job Summary
Navia is where people, technology, and data combine. We are a fully integrated freight and logistics company delivering empowered outcomes across all aspects of the supply chain, including sea freight, air freight, customs clearance, and third-party logistics/e-commerce.
Our Values: Since 2003, we’ve been defined by driving innovation, delivering transparency, leading with high-performance outcomes, and empowering partnerships.
Innovation - Since Navia began, we’ve been an early adopter of technology, and we’ve pushed the boundaries of that technology to drive even greater efficiency. By helping our clients transform their businesses, we’re also transforming our industry for the better.
Transparency - We’ve always believed that greater clarity delivers greater outcomes. That’s why Navia was founded on accountability, integrity, and loyalty. Our services and systems provide full visibility for clients, and our culture is one of total transparency.
Performance - Only people with years of on-the-ground experience can create freight-forwarding solutions that move the industry ahead. We have the leading people, processes, and high-performance technology in place to deliver consistently superior results.
Partnerships - Partnerships are at the heart of Navia. We’re a trusted team with an embedded collective spirit of going beyond the expected. By making the complex simple, we empower our clients to reach heights. With agility, efficiency, and experience, our purpose is simply this: to deliver value.
At Navia, we’re proud to offer an end-to-end supply chain that performs not only in one or two facets but across the entire process. We are a growing business looking to bolster our footprint in North America and expand our presence in the market. As such, we are looking for a candidate to fulfill the role of Import Operations Senior Customer Service Representative.
The Import Operations Supervisor is a global operations support role that requires a strong background in air import management within the freight forwarding industry. Working closely with Operations and Account Management, this position supports Navia’s key accounts by providing day-to-day shipment execution, issue resolution, and customer communication. The role also requires a solid understanding of both ocean and air import processes, attention to detail, and the ability to collaborate effectively across internal teams and external partners.
Reports To: Operations Manager
KEY DUTIES AND RESPONSIBILITIES
- Oversee day-to-day air import operations from pre-alert through final delivery, ensuring on-time execution and proactive exception management.
- Manage import documentation and milestones (pre-alerts, MAWB/HAWB, commercial invoice/packing list, arrival notices, release documents), ensuring accuracy and timely distribution to brokers, carriers, agents, government agencies, and customers.
- Coordinate customs clearance and PGA requirements in partnership with brokers; verify import holds, exams, and release status to minimize delays and storage charges.
- Manage final-mile delivery coordination (terminal/CFS/airline pickup through customer delivery), including drayage scheduling, appointment setting, POD collection, and claims support when required.
- Serve as escalation point for key accounts and internal stakeholders; drive resolution of service failures, OS&D, demurrage/storage exposure, and other exceptions.
- Supervise, coach, and train air import staff; assign workloads, ensure SOP adherence, and support cross-training to maintain coverage and consistent service.
- Ensure accurate rating, cost capture, and billing (including accruals, vendor invoices, customer invoicing, and dispute resolution) in CargoWise and related systems.
- Build and maintain relationships with airlines, ground handlers, brokers, and trucking providers; monitor service performance and support carrier allocation and recovery plans.
- Perform other duties as assigned by management; overtime and weekend work may be required based on operational needs.
MINIMUM REQUIREMENTS
- 8-10 years of strong working knowledge of international transportation and logistics air/ocean/drayage), preferably for a freight forwarder.
- Advance proficiency in supply chain concepts and processes (i.e., incoterms, international supply chain, and/or procurement).
- Must be capable of communicating and interacting effectively with individuals from various functional areas and diverse backgrounds.
- Advance proficiency in MS Office suite of products
PREFERRED QUALIFICATIONS
- Cargowise Experience and/or Cargowise Certified Professional
- Multilingual
- Prior experience in retail logistics supply chains
- Bachelor’s degree in logistics, supply chain, or international business
PHYSICAL REQUIREMENTS
- The job is performed indoors in a traditional office setting. Activities include extended periods of sitting while working at a computer and occasional fast-paced operations and events.
- The employee is occasionally required to stand; walk; sit; and reach with hands and arms.
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
- Ability to communicate orally with customers, vendors, management, and co-workers. Regular use of the telephone, virtual meetings, and e-mail for communication. Hearing, vision, and speaking within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents.
- Good manual dexterity for the use of common office equipment such as computers, calculator, and copiers.
- While performing the duties of this job, the employee is regularly required to sit; use hands to grasp, handle, or feel and operate a computer keyboard, mouse, and telephone keypad.
