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Air Export Customer Service Coordinator

Date: 02-May-2019

Location: Cairo, Egypt

Company: Panalpina

Req ID: 156656 - Posted 02/03/2019 - Air export (AF-3)
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Professional
Office Location: Cairo (CAI)

Travel Required: up to 25%

We are looking to hire a Air Export Customer Service Coordinator to The Primary function of the role is to implement and execute export shipments handling and operations in line with overall company strategy and policies for the Airfreight Business Field, to develop, and maintain profitable operations.

Duties and responsibilities are carried out in line with Corporate Airfreight policies and in close partnership with corporate resources and other business fields and functional units.


Business & Product Development

• Co-operates in the determination of the business strategy and executes / secures its implementation

• Supports the acquisition of new business and supports the account management

• Promotes customer relations and develops the existing client base

• Supports the business development process (tender analysis, solution design, costing, pricing and service offering)

• Supports in localizing the global Airfreight products to meet market expectations and requirements

Carrier Management

• Implement and execute carrier’s strategy set by CHoAF & AEM, including managing local carrier’s contacts, rates negotiations, and bilateral process in alignment to the framework of the global preferred carrier program

• Operations Excellence

• Ensure efficient export Airfreight operations and continuously optimises the operations and increases productivity by implementing standard processes in line with corporate guidelines and targets (such as Data Quality)

• Co-operate in the development and implementation of business operation and reporting systems

• Responsible for handling shipments documentations.

• Ensure Reservation & Booking of Perishable Shipments.


• Responsible for payable process includes but not limited to obtaining original suppliers invoices and ensuring proper and timely upload and index

• Responsible for proper and timely invoicing

• Responsible to follow up with Clients & Finance to settle amounts.


• Assist in key account implementation.

• Assisting Sales in quotations.


• Implement all QSHE policies & guidelines

• Ensure all business processes to be followed as per PA systems/guidelines and working instructions

• Strictly adhere to all QSHE directives (incl. Code of Conduct, Ethical Behaviour, FCPA etc.)

• Provides complete billing details, costing to Billing Support within agreed KPIs/SOPs

• To ensure copy of PA station invoices booked with file reference # are send to Finance for posting in a timely manner.

• Uploading all documents in e-file.

• Updates shipment milestones into the appropriate systems, e.g. Pantrace, Intra or ComBas

• Prepare and provide daily cargo discrepancy report (IHT) to Customer Service Team and Origin

• Understands and ensures adherence to Panalpina Quality Policies, Standards and Guidelines (according to ISO 9’001, ISO 14’001 and ISO 18’001 certification) and ensures compliance to processes and procedures set in Panalpina IMS.


• Graduate from recognized university/college.

• 2-3 years of relevant air freight operational experience

• MS office.


• PROBLEM SOLVING (describe typical problems that this job is required to solve)

• Escalating in case of any deviation with any of PA networking offices

• Escalating to key carriers' contacts in case of any deviation

• Function / Market & Industry Knowledge / Business Acumen / Process working

• Knowledge in freight forwarding and logistics mainly in Air Export operations.

• Knowledge about markets and competitors

• Overall understanding of business processes and interdependencies.

• Ability to work under pressure.

• Ability to work on rotating shifts.


• Fluency in written and spoken English.

• Other language is a plus.

• knowledge of local language is an advantage.

Specifics for Job / Environment

• Can handle stress

• Conflict management

• Customer focus

• Timely decision making

• Ethical and professional

• Organized / methodical

• Behavioral & Competencies

• Commercial acumen

• Customer orientation

• Managing Performance

• Team building