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Air Export Customer Service Agent

Date: 08-May-2019

Location: Charlotte, NC, US

Company: Panalpina

Req ID: 151787
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions. The Panalpina Group operates a global network with some 500 offices in more than 80 countries, and employs around 15,000 people worldwide.

We are looking to hire a Air Export Customer Service Agent to process export shipments with high accuracy by using proprietary forwarding applications, ensure operational excellence, high productivity and customer satisfaction.


-Provide accurate, timely, and friendly customer service to offices and/or agents via phone, fax, e-mail, as required.

-Receive booking requests in AirWarder or as per E-mail and provide confirmation of bookings to the Business Units

-Arrange booking with the air carrier according to the request by the BUs

-Process shipments:

-check documents received by the BUs and review for accuracy according to export/destination compliance (e.g. HAWB, DG certificate etc.)

-communicate final shipment details (i.e. volume, weight, pieces etc.) to the air carrier.

-prepare the MAWB final manifest as per current TACT rules

-send correct and on-time FWB/FHL message to the carrier.

-prepare document pouch (including MAWB, manifest, TSA letter Load guide, labels etc.)

-Comply with current TSA requirements (known/unknown shipper program, cargo screening etc.)

-Follow the company’s Sub-Contractor management policy (e.g. select trucking companies and air carriers)

-Send pre-alerts to origin and destination stations (make use of PA e-file application)

-Arrange accurate and timely invoicing (e.g. consol split)

-Achieve maximum Consol Benefit by combining volume and dense cargo and instruct warehouse to build ULDs whenever possible

-Arrange on-time delivery to the air carrier before closing date (airport transfer)

-Follow up with the air carrier for on-time departure and update Pantrace (Track&Trace)

-Record incidents through IHT (Incident Handling Tool) e.g. delays, damages, etc.

-Provide ad-hoc rates upon request

-Ensure proper completion of all accounting procedures and data entry (Job costing and Shipping Run Closing)

-Meet specific export KPIs

-Other duties as requested


-Excellent and thorough knowledge of Air Export environment and its regulations

-In-depth knowledge of air export processes

-College degree preferred


-Excellent communication and people skills

-Strong customer service orientation

-Proficient in Panalpina forwarding and MS Office applications

-Detail oriented

-Ability to multi-task in a fast-paced environment

-Team player


-Multi-lingual a plus

Specifics for Job / Environment

-Willing to work weekend schedule such as Tuesday-Saturday

-Willing to work on holidays

-Willing to work overtime when needed