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Customer Service Agent - Ocean Export 1

Date: 15-May-2019

Location: Los Angeles, CA, US

Company: Panalpina

Req ID: 159530
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level

Office Location: Los Angeles, CA (LAX), United States

Start Date: 03/01/2019

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 - Ocean Export 1 to serve as a point of contact for the customer and documentation processing unit, ensuring operational excellence, high productivity and customer satisfaction.


• Receive and validate customer order

• Issue shipment handling instructions to Document Processing staff

• Reserve file number

• File tariff rate if applicable

• 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 (Ocean 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