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Customer Service Agent

Date: 26-Jun-2019

Location: Los Angeles, CA, US

Company: Panalpina

Req ID: 160016
Job Function: Air Freight
Full-Time/Part-Time: Part-time
Contract Type: Temporary
Job Level: Entry-level

Office Location: Los Angeles, CA (LAX), 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.


• Receive and validate customer order

• Issue shipment handling instructions to Document Processing staff

• Reserve HAWB number

• Arrange for pick-up/transfer of cargo

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

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

• Handle and manage all customer contact at file level regarding exceptions

• Serve as a liasion between Document Processing and customer regarding all shipment details

• Provide accurate job costing forecast

• Assist Sales in compiling quotes by providing rates, tariffs, etc.

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

• Other duties as requested

• Shipment routing

• Require documents to support export of freight

• Exception handling by consulting with supervisor


• Excellent communication skills

• Strong interpersonal skills to effectively interact with Internal and External Customers

• Excellent knowledge of freight forwarding and regulatory requirements with proven track record of 2 years in industry (Air Export)

• Knowledge of all Panalpina products

• Thorough and comprehensive knowledge of Panalpia strategy, structure and pricing

• Good judgment skills and ability to make decisions

• Team player

• Proficient in Panalpina forwarding and MS Office applications


• Fluency in English

• Second language a plus