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Ocean Freight Customer Service Coordinator

Date: 13-May-2019

Location: Dubai, United Arab Emirates

Company: Panalpina

Req ID: 160401 - Posted 05/13/2019 - Ocean Customer Service Import (OF-4)
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Professional

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 70 countries, and employs around 16,000 people worldwide.

We are looking to hire a Customer Service Coordinator to liaise and serve as a point of contact for the customer, documentation processing staff, Quotation Desk Operator and Customs Clearance (3rd party if necessary); ensuring operational excellence, high productivity and customer satisfaction.


* 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.

* Ensures strict adherence to Panalpina Code of Conduct.

* Receive, validate and track customer order

* Liaise and serve as a point of contact for the customer, documentation processing staff, Quotation Desk Operator, and Customs Clearance (3rd party broker if necessary).

* Create and manage local customer working instructions if required

* Issue customer shipment handling instructions to Document Processing Staff.

* Ensures availability, actuality and adherence to specific customer SOP / KPI.

* Manage and report all customer SOP and KPI’s if necessary.

* Provides feedback to Customers and PA overseas stations on executed activities and incurred charges.

* Ensures customer satisfaction by providing timely, friendly and excellent Customer Service.

* Tele-Sales to customers not supported by Sales.

* Follow up with customers no longer utilizing PA services.

* Follow up on customer quotations.

* Continuous calls with customers not supported by Sales regarding customer satisfaction.

* Any other Tasks assigned by immediate supervisor or department head.


* Graduate from recognized university/college.

* 1-2 years of relevant Operational and Customer Service experience.


* Strong communicator (both, written and oral)

* Proactive team player.

* Attention to detail & quality.

* Initiative and commitment to achieve.


* Fluency in written and spoken English (knowledge of local language is an advantage).

Specifics for Job / Environment

* Knowledge about markets and competitors

* Understanding of PA strategy and products.

* Overall understanding of business processes and interdependencies.

* Ability to work under pressure.