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Ocean Import Customer Service Agent

Date: 07-Feb-2019

Location: Norfolk, VA, US

Company: Panalpina

Req ID: 158886
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Purpose of Position

To serve as a point of contact for the customer and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.

Key Tasks

* 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 inquiries 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 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 liaison 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

Decision Making Authority

* Cargo release with carriers

* Require documents to support import of freight

* Exception handling by consulting with Supervisor

Skills & Competencies

* Excellent knowledge of freight forwarding and regulatory requirements with proven track record of in industry Import)

* Able to empathize with client and represent client’s needs effectively to project team and management

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

* Act as a role model for Corporate Values and fully adheres to the Code of Conduct

* Good communication skills (open and confidential communication style)

* Education level in Forwarding and Business Administration preferred

* Ability to solve problems quickly and completely - think in solutions

* High result orientation and customer focus and customer minded

* Organizational skills (prioritize, plan, assign, control)

* Good judgment skills and ability to make decisions

* Flexible and able to work under pressure

* Industry experience (minimum 2 years)

* Team driven and good motivator

* Excellent communication skills