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Ocean Import Customer Service Agent

Date: 12-Jan-2019

Location: Atlanta, GA, US

Company: Panalpina

Req ID: 155958
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Entry-level
Department: Ocean CS/DP Import (OF-13), Ocean Freight

Location: Atlanta, GA (ATL), United States

Contract Type: Permanent

Full time/Part time: Full-time

Travel Required: 0%

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining intercontinental Air and Ocean Freight with comprehensive Value-Added Logistics Services and Supply Chain Services. We operate a global network with some 500 branches in more than 80 countries, and employ approximately 15,000 people worldwide.

We are looking to hire a Customer Service Agent to serve as a point of contact for the customer and document processing staff, ensuring operational excellence, high productivity, and customer satisfaction.


* Receive and track P.O.s from Importers/customer service group for pending shipments

* Retrieve shipment details from Shipment Communication Platform (SCP) to open file

* Issue shipment handling instructions to Document Processing staff

* Answer all customer inquires in accordance with the Customer Service Policy standards

* Further increase customer satisfaction and business share through proactive and regular contact. Establish customer communication preference, i.e., phone, e-mail, fax, visit

* Communicate with and ensure release of the freight from ocean/air carriers.

* Notify customer / broker of arrival and charges and notify PGAs of arrival (if required)

* Provide accurate job costing forecast

* Handle and manage all customer contact at file level regarding exceptions

* Serve as a liasion between Document Processing and customer regarding all shipment details

* Assist Sales in compiling quotes by providing rates, tariffs, etc.

* Work with Sales on account implementation, ensuring a smooth transition from Sales to Operations.

* Other duties as requested.


* Excellent knowledge of freight forwarding and regulatory requirements with proven track record of 2 years in industry (Import)

* Knowledge of all Panalpina products

* Thorough and comprehensive knowledge of Panalpina strategy, structure and pricing

* Proficient in Panalpina forwarding and MS Office applications

* College degree preferred


* Excellent communication skills

* Strong interpersonal skills to effectively interact with Internal and External Customers

* Good judgment skills and ability to make decisions

* Team player


* Multilingual a plus

Specifics for Job / Environment

* Willing to work a flexible schedule when necessary, including overtime, weekends, and holidays