Airfreight Import Operator

About the role

As an Airfreight Import Operator at DHL Global Forwarding you will join a team of around 170 colleagues across the UK, supporting the end‑to‑end import process for air shipments. You will act as the main point of contact for customers, ensuring smooth customs clearance, accurate documentation and timely delivery of goods.

Key responsibilities

• Receive and process import orders from customers or overseas offices.
• Prepare, control and distribute all required import/export documentation in line with regulations and DHL procedures.
• Complete customs entries and fulfil HMRC requirements for each shipment.
• Track shipments, update customers proactively and manage any exceptions or incidents.
• Liaise with airline handling agents and manage ETSF records.
• Handle customer inquiries, including track‑and‑trace requests and sustainability (Go Green) topics.
• Register and resolve customer complaints, ensuring satisfactory solutions.
• Review performance reports and communicate relevant information to customers.

Required profile

• Strong attention to detail and ability to work accurately with documentation.
• Excellent communication skills, both written and verbal, to interact with customers and internal teams.
• Ability to work under pressure and meet tight deadlines.
• Customer‑focused mindset with a proactive approach to problem solving.
• Good organisational skills and ability to manage multiple shipments simultaneously.

Required skills

• Experience with customs entry processing and HMRC import requirements.
• Familiarity with air freight documentation and airline handling procedures.
• Proficiency in data entry using internal portals or systems.

What we offer

• Opportunity to work for a global leader in freight forwarding.
• Access to professional development programmes such as Certified International Forwarder (CIF).
• Supportive team environment that values passion, entrepreneurship, excellence and teamwork.
• Competitive benefits and a commitment to diversity, equity, inclusion and belonging.