Air Export Customer Service Agent – Panalpina

Company: Panalpina

Position: Air Export Customer Service Agent

Location: Orlando, FL

Description: 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 70 countries, and employs around 16,000 people worldwide.

We are looking to hire a Air Export Customer Service Agent to serve as a point of contact for the customer and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.

Key Responsibilities:

• Receive and validate customer order
• Issue shipment handling instructions to Document Processing staff
• Communicate with and ensure release of freight from air carriers
• Notify customer/broker of arrival and charges and notify PGAs of arrival (if required)
• 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
• Other duties as requested

Decision Making Authority:

• Shipment routing/release with carriers
• Require documents to support export of freight
• Exception handling by consulting with supervisor

Skills and Qualifications:

• 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 Import/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

Apply now