Freightserve recruitment are looking for a Operations Lead Agent looking after Key Accounts for a Worldwide Freight Forwarder based in the Heathrow area. The Operations Lead for Airfreight oversees day-to-day execution of critical air cargo movements for high-value customers. This role ensures flawless coordination across booking, documentation, carrier handling, customs clearance, and milestone visibility. As the primary escalation point for critical accounts, the Operations Lead safeguards service reliability, manages exceptions, and maintains strong customer relationships in a fast-paced, deadline-driven environment. Daily Duties:- Lead airfreight teams responsible for bookings, pre-alerts, tracking, and exception management. Ensure all shipments meet airline cut-offs, security requirements, and customer-specific SOPs. Monitor daily performance metrics such as uplift success rate, milestone accuracy, and transit time compliance. Act as the operational owner for key airfreight customers with sensitive cargo, high volumes, or strict transit requirements. Build strong relationships with customer logistics teams, understanding their routing guides, compliance rules, and service expectations. Conduct regular performance reviews, including root-cause analysis for delays, rollovers, or documentation errors. Oversee end-to-end airfreight processes: booking, pickup, export documentation, security screening, airline acceptance, uplift, arrival, customs clearance, and final ..... full job details .....