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Air Export Customer Service Agent

Date: 07-Feb-2019

Location: Boston, MA, US

Company: Panalpina

Req ID: 159361
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Primary Purpose:

• To serve as a point of contact for customers and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.

Main Responsibilities:

Contact internal and external customers via email / phone and validate orders

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

• Complete customer and sales team quotes, RPP & RFQ and escalate to supervisor to validate rate offering if shipment quote is in excess of 500 Kgs

• Maintain knowledge of current air freight and inland market rates, and quote customers accordingly

• Quote requests to/from Gateway

• Green light emails and releases to/from PA Destinations where required

• Handle initial customer claims and escalate to Supervisor when required

• Schedule cargo Pick Up

• Enter Pick up into ExWorks

• Send Gateway Huntsville and Miami daily truck totals and estimates by 12:00 daily

• Set up shell file with file number and HAWB & shipper FOS code

• Complete Customer Service Check List and communicate shipment handling instructions to the Document Preparation team

• Review documentation against Shipper's Letter of Instruction (SLI) and/or Letter of Credit for accuracy

• Arrange for legalization of documents and / or inspection (if necessary)

• Pass file to Document Preparation Team

• Track & relay COB and NOA information to internal and external customers

• Upload Internal and External customer Contracts, SOP, POA & Consent to Screen documentation into Profile

• Further increase internal and external customer satisfaction and business share through proactive and regular contact and report any defects in process to supervisor

• Establish customer communication preference and communicate to sales and supervisors to add to SOP, i.e., phone, e-mail, fax, visit

• Handle and manage all customer contact at file level regarding exceptions and escalate to supervisor when required

• Provide accurate job costing on inland or third party costs

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

• Record process defects in Incident Handling Tool

• Other tasks and duties as assigned by Direct Line Supervisor, Operations Supervisor or Management

Decision Making Authority

• Completion of ad-hoc quote requests less than 500 Kgs. Non-Contract quotes over 500 Kgs to be completed by agent and then approved by Supervisor prior to submitting

• Request required documents from Shipper/Supplier to support export compliance regulations

• File level exception handling with notificaion of Supervisor on matters of escalation

• All credits to internal and external customers must be approved by Supervisor

Skills & Requirements

• Excellent communication skills

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

• Excellent knowledge of freight forwarding and regulatory requirements with proven track record of 2 years Air Export experience or 4 years of industry experience

• Knowledge of all Panalpina products

• Thorough and comprehensive knowledge of Panalpia strategy, structure and pricing

• Good judgment skills and ability to make tactical & strategic decisions

• Team player

• IATA DGR Certification preferred; If certification is not had, then first available initial or recurrent training course must be passed in order to maintain employment

• Ability to work in fast paced environment

• Proficient in Panalpina forwarding and MS Office applications

• Full understanding of the responsibilities and operation know how of Documnent Preparation & Processing Agent

• Bacherlors Degree preferred