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Business Support Representative (Air Freight)

Date: 30-May-2019

Location: Montreal, Canada

Company: Panalpina

Req ID: 160424
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional
Department: Air Others (AF-12), Air Freight

Location: Montreal (YUL), Canada

Full time/Part time: Full-time, %

Start Date: 04/06/2019

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 a Business Support Representative (Air Freight) to focus and ensure an efficient and timely quote process is up held. Support client retention through strong understanding of Market conditions and competitive surroundings. Maximize GP. Monitor client volume fluctuations and satisfaction levels to Panalpina services.


Market Intelligence

* Provide competitive & timely quotations and follow ups for existing customers

* Play a supporting role in providing a red carpet approach to new business onboarding and implementation needs with existing and new accounts

Account Management

* Support quotation requirements for Existing accounts including adhoc and regular updates. Liaise closely with Product on pricing tariffs, schedules and rate increase details

* Provide follow up calls to submitted quotations within defined timelines.

* Maintain up-to-date tracking through quotation log book

* Maintain Customer tariff as required, including rate increases and schedules

* Ensure full scope of business is documented

* Communicate and escalate client issues and/or concerns to Direct Line Reporting


* Support new Customer Implementation process including:

* Develop customer contact list defining Panalpina key account, escalation and stake holder details

Pricing and Quotation Management

* Gather and qualify information to prepare competitive quotations

* Ensure all quotations are within business guidelines and account profile requirements

* Ensure all quotations are provided within defined turn-around times (4-6 hours for air freight quotes)

* Ensure distribution and communication between Operations, Sales, Product and Customer is timely and concise

* Communicate with all departments of Panalpina, staff, and outside clients as required, and be able to problem solve and/or delegate matters to the correct individuals


* High school certificate

* 3 years of Industry experience

* CIFFA, an asset

* 2 years of Customer Service Experience, an asset

* Basic knowledge of operational procedures (all modes)

* Knowledge in freight forwarding and logistics (all modes)

* Knowledge of tariffs and pricing

* Understanding of Panalpina products & services

* Knowledge about markets and competitors

* Sales and negotiation skills

* Intermediate Microsoft Office skills including Word, Excel, Powerpoint

* Working knowledge of CRM


* Strong communication & Interpersonal skills. Ability to clearly communicate Panalpina services

* Effective listening. Investigative questioning for lead qualification

* Able to handle rejection, doesn’t take matters personally

* Accountability. Use of decision making techniques, escalate customer risk concerns

* Network and Relationship building for internal and external clientele

* Ability to work independently & in a team environment

* Planning & Organizing (Ability to prioritize, plan, assign & control)

* Time management (monitoring performance against deadlines and milestones)

* Energy and resilience. High commitment and positive attitude in the face of setbacks and obstacles


* Fluent in French and English (verbal and written)

If you wish learn more about this opportunity please apply at

Panalpina Inc. is an Equal Opportunity Employer – Panalpina Inc. souscrit au principe d’équité en matière d’emploi.

*Panalpina welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process including recruitment, assessment, selection and hiring stages. Please contact us at 905-755-4545 should you require any accommodations.