Customer & import coordination · Air freight forwarding
Clear inbound freight without chasing the consignee.
Freight lands, the broker needs a release, and the consignee won't pick up. Cargo accrues storage in bonded while the account manager plays voicemail tag.
The reality
Import coordination is a follow-through problem.
An import AWB arrives, the broker needs a power of attorney or a payment authorization to file the entry, and the named consignee contact is on PTO. The freight sits in the bonded warehouse racking up storage and demurrage while the account manager calls one dead number — and the delivery window quietly slips.
The operator drives the consignee from arrival notice through customs handoff to delivery, escalating through alternate contacts the moment the primary goes dark. The entry gets the document it needs, the freight clears, and the delivery is coordinated without an account manager sitting on the phone.
How the operator runs customer & import coordination
AWB 020-77104 · Arrival
notifying- Arrival notice sent — consignee + broker
- Charges + POA checklist attached
- Release authorization — awaiting reply
01Issue the arrival notice
Sends the arrival notice with charges and document checklist, and confirms the consignee has what's needed.
AWB 020-77104 · Escalation
escalating- Primary unreachable — 2 attempts
- Alternate reached — AP manager
- Authorization — secured same day
02Escalate through alternates
When the primary contact goes silent, works the alternate contacts to secure the customs release authorization.
AWB 020-77104 · Delivery
clearing- Docs to broker — entry filed
- Customs released — no storage accrued
- Delivery booked — appointment set
03Hand off and deliver
Passes the authorized docs to the broker, clears the entry, and coordinates the final delivery appointment.
The outcome
−60% of inbound customer coordination handled autonomously
Consignees stay informed and freight clears without the account manager in the loop.
- Silent consignees worked through alternate contacts, not one dead number
- Customs releases secured before storage and demurrage accrue
- Delivery coordinated end to end without an account manager on the phone
Common questions
Customer & import coordination
- What does the Customer & import coordination operator do?
- The operator drives the consignee from arrival notice through customs handoff to delivery, escalating through alternate contacts the moment the primary goes dark. The entry gets the document it needs, the freight clears, and the delivery is coordinated without an account manager sitting on the phone.
- What impact does the Customer & import coordination operator have?
- −60% of inbound customer coordination handled autonomously. Consignees stay informed and freight clears without the account manager in the loop.
- How does the Customer & import coordination operator work?
- Sends the arrival notice with charges and document checklist, and confirms the consignee has what's needed. When the primary contact goes silent, works the alternate contacts to secure the customs release authorization. Passes the authorized docs to the broker, clears the entry, and coordinates the final delivery appointment.
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