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Air Export Consolidation Station Customer Service Team Lead (Gateway)

Date: 13-Aug-2019

Location: Chicago, IL, US

Company: Panalpina

Req ID: 161475
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional

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 70 countries, and employ approximately 14,500 people worldwide.

We are looking for an ir Export Customer Service Team Lead for our Consolidation/Gateway Station.

Purpose of Position:

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

Key Tasks:

* Monitor/oversee daily operation & workload and adjust as needed

* Coordinate and prioritize workflow for movement of freight in coordination with warehouse trucker, etc.

* Ensure outbound cargo is delivered/transferred from Panalpina w/h in timely manner according to standards until cargo is ready for export

* Recommend changes in procedures in order to improve the outbound processes build up, delivery, etc.

* Monitor and/or avoid overtime

* Monitor agents' compliance with service standards

* Review of file processing with regards to:

* Application of proper weights, dimensions, rates, surcharges, etc.

* Documentation, i.e. customer's requirements, consignee and/or destination requirements

* Ensure handover of freight according to carrier's cut offs, monitor deliveries and coordinate extensions, if necessary

* Review of consol processing with regards to the primary actions of the Export

* Monitor proper filing and updating of all departmental records, i.e. tariffs, manuals, contracts, etc.

* Close any special consolidations and/or assist as backup

* Monitor timely responses to external/internal customers and other Panalpina offices

* Address/solve service situations as required

* Compiling information for preparation of any reports as required

* Assist in training and education of the department staff and supervise cross-training

* Recording keeping for trainings such as DG, etc.

* Handle complaints, coordinate settlement and analyze reasons with responsible operations department to avoid repetition.

* Address/solve service situations as required

* Assist as backup during agents vacations/absences and/or after regular office hours to avoid overtime

* Answer phone calls after the second ring, messages to be attended to immediately

* Answer fax and e-mail inquiries the same day, unless received after 3:00p.m.

* Ensure GDP Compliance and maintain the Standards of GDP (Good Distribution Practice) in CHI GTW in close cooperation with CHI Healthcare Representative.

* Other duties as assigned.

Skills & Competencies:

Knowledge of and compliance with:

* Corporate, branch and department policies and procedures

* All government, other authorities' and carriers' regulations

* Full awareness of external and internal customers' requirements and strive to exceed their

* expectations

* Constant improvement of existing procedures and working environment to advance the service level to the customer, profitability of the corporation and well being of fellow staff members

Maintain an up-to-date knowledge of:

* Operation and Country manuals

* PANALPINA carrier tariffs

* Export regulations

* Hazardous materials regulations

* PANALPINA and external software programs

* Leadership and managerial skills

* Know-how regarding Gateway operations

* Cost-conscious

* Process / Quality oriented and structured

* Make adjustments of any deviations from or non-compliance with policies, procedures or regulations

* General Communication standards

Educational background/ Work experience:

* Bachelor's Degree preferred

* In depth knowledge of Export processes

* Excellent and thorough knowledge of the Export environment and its regulations

Language Skills:

* Fluent in English and preferably other languages

Computer Literacy:

* Proficient in Panalpina forwarding and MS Office applications