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Air Import Customer Service Agent

Company: Panalpina, Inc.
Location: Los Angeles
Posted on: April 17, 2018

Job Description:

RESPONSIBILITIES

* 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

Decision Making Authority

* Cargo release with carriers
* Require documents to support import of freight
* Exception handling by consulting with supervisor

QUALIFICATIONS & SKILLS

* 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

#JIL

#CB

Panalpina is an Equal Opportunity/Affirmative Action Employer

Keywords: Panalpina, Inc., Los Angeles, Air Import Customer Service Agent, Sales, Los Angeles, California

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