Share this Job
Create Alert

Customer Service Agent

Date: 22-Aug-2019

Location: Dallas, TX, US

Company: Panalpina

Req ID: 159211
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level

Office Location: Dallas, TX (DAL), United States

Start Date:

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 Customer Service Agent to serve as a point of contact for the customer and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.


• Serve as Point of Contact for Airfreight shipping for Panalpina Customers

• Coordinate and oversee air import shipments, process all required documents

• Process Freight Orders for Ground Transportation requirements from customers, if required InBonds have to be processed

• Exception management; handle and manage all customer contact at file level regarding exceptions

• Process billing, freight orders and profit estimations with high productivity level

• Provide accurate billing charge types/lines and profitability (job costing) forecast

• Receive and track shipping orders (invoices, Purchase Orders, etc.) from Importers/customer service group for pending shipments

• Assure shipment details are correctly retrieved from Shipment Communication Platform (SCP) when a file is opened or push GBS for any needed Forwarding Order needed to be open.

• Notify customer / broker of arrival and charges and notify PGAs of arrival (if required)

• Be accountable of all deliverables required for customers air import operations

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

• Keep a shared record of shipment handling instructions and customer information needed for contacting, billing, shipment processing and collection.

• Operate special accounts under Standard Operating Procedures (SOP) and contract rates.

• Create invoice (bill) as per commercial agreement and make sure that customer receives the invoice; solve any collection dispute related to the service and assure payment.

• Further increase customer satisfaction and business share through proactive and regular contact. Establish customer communication preference, i.e., phone, e-mail, fax, visit

• Escalate any shipment that is making Gross Profit in loss to management, explaining the causes.

• Be accountable for all Air Import Forwarding Orders accounting postings until closed.

• Archive on E-File any relevant e-mail communication and/or quotations required for audits and disputes.

• Adhere to all Panalpina standard operating procedures and policies.

• Other duties as requested

Air Import transfers desk

• Communicate with and ensure release of the freight from ocean/air carriers

• Coordinate in-house appointed Ground Transportation vendor timely recovery at the airport

• Process payments of any Airline or Terminal handling or document fees timely

• Process customs formalities (1F) for warehouse transfers

• Process break bulk for Freight Bookings on SAP TM and other related systems relevant to Customs and AMS

• Track and report incoming consolidations (master airway bills) to all involved parties

• Verify accuracy of AMS information and manage resolution incidents by timely escalating, IHT creation is a MUST for every incident.

• Process and report customs HOLDs and G.O. cargo

• Assist Sales in compiling quotes by providing local handling and trucking rates.

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

• Be accountable for all Air Import Freight Booking accounting postings until closed.

• Other duties as requested

Quality, Health, Safety, and Environment

• Perform assigned tasks to support Panalpina meets its objectives and targets regarding quality, health, safety and environment as documented in IMS and follow all requirements as set out in the QHSE policy

• It is the responsibility of all staff to ensure that their day to day activities embrace sustainability/Health and safety therefore reducing the impact upon the environment, supporting the communities we work in and reducing incidents in the workplace

Decision Making Authority

• Cargo release with carriers

• Require documents to support import of freight

• Exception handling by consulting with supervisor

Function / Market & Industry Knowledge

• Know how in air freight

• SAP TM system knowledge

• Understanding of PA strategy and products

• Knowledge in freight forwarding and logistics



• Strong decision making capabilities and high accountability:

• Credibility and Assertiveness

• Capable to make informed judgments and to generate practical, timely solutions

• Supports organizational commitment to ISO 9001, ISO 14001, and OHSAS 18001 certification.


• Ability to coordinate efforts/resources within and across boundaries to deliver goals

• Team player

Result Orientation

• Time management (monitoring performance against deadlines and milestones)

Personal Excellence

• Integrity

• High energy and resilience

• High commitment and positive attitude in the face of setbacks and obstacles

• High stress level (Ability to work under pressure and deal with tight deadlines)

• Be authentic, approachable, open and honest

Educational Background

• High School Diploma

• Bachelor’s Degree preferred

Language Skills

• Fluency in English

• Second language is a plus

Computer Literacy

• SAP experience

• WEB based tools

• Paperless operations