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Air Export Customer Service Agent

Date: 04-Feb-2019

Location: Washington, VA, US

Company: Panalpina

Req ID: 158558
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Professional

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

Panalapin is looking to hire a candidate to serve as a point of contact for customers 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

* Operationally manage and monitor specific Key Accounts

* Establish and assume a continuous improvement methodology for the customers under direct responsibility

* Support, monitor and assume operational excellence is deliverd with a foucs on mandatory milestones and BU and dpartmetn KPI’s

* Visit customer whenever required to improve communication

* Complete and update customer profiles

* Review HAZMAT documents to ensure compliance

* Montior vendors compliance with services standards and requiments as per contract terms

* Handle active and passive bookings including special equipment like Envortrainers.

* Other duties as requested

Decision Making Authority

* Shipment routing

* Require documents to support export of freight

* Exception handling by consulting with supervisor

Skills & Requirements

* Knowledge/Experience with handling Perishables and HAZMAT cargo

* 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