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Customer Service Team Lead

Date: 12-Jun-2019

Location: Boston, MA, US

Company: Panalpina

Req ID: 160882
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Purpose of Position

To serve as main point of contact for the customer and agent staff, ensuring operational excellence, high productivity and customer satisfaction.

Key Tasks

• 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 staff

• Answer all customer inquiries 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 liaison between staff 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.

Decision Making Authority

• Cargo release with carriers

• Require documents to support import of freight

• Exception handling by consulting with Supervisor

Skills & Competencies

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

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

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

• Proficient in Panalpina forwarding and MS Office applications

• Good judgment skills and ability to make decisions

• Excellent communication and people skills

• Ability to lead and develop teams

• Detail oriented

• Team player

Language skills

• Fluent in English and preferably other languages

Computer Literacy

• Proficient in Panalpina forwarding and MS Office applications