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Ocean Import Customer Service Agent

Date: 12-May-2019

Location: Chicago, IL, US

Company: Panalpina

Req ID: 159374
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level

The Panalpina Group is one of the world's leading providers of supply chain solutions. The company combines its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions for eleven core industries. Drawing on in-depth industry know-how and customized IT systems, Panalpina manages the needs of its customers' supply chains, no matter how demanding they might be. Energy and Project Solutions is a specialized service for the energy and capital projects sector. The Panalpina Group operates a global network with some 500 offices in more than 70 countries, and it works with partner companies in over 90 countries. Panalpina employs approximately 14,500 people worldwide who deliver a comprehensive service to the highest quality standards – wherever and whenever. We are looking to hire an Ocean Import Customer Service Agent for our Chicago office.

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


* Receive and track P.O.s from Importers/customer service group for pending shipments

* Retrieve shipment details from Shipment Communication Platform (SCP) to open file

* Issue shipment handling instructions to Document Processing staff

* 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

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

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

* Provide accurate job costing forecast

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

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

* 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.


* 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 (Import)

* Knowledge of all Panalpina products

* Thorough and comprehensive knowledge of Panalpina strategy, structure and pricing

* Good judgment skills and ability to make decisions

* Team player

* Proficient in Panalpina forwarding and MS Office applications