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Air Import Customer Service Agent

Company: Panalpina, Inc.
Location: Huntsville
Posted on: April 18, 2019

Job Description:

REQ ID: 160138
JOB FUNCTION: Air 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 HAWBs from Importers/customer service group/and other Business Units

* Retrieve shipment details from Shipment Communication Platform (SCP) to open file.

* Issue shipment handling instructions to material handling subcontractor.

* 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 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 information at file level regarding exceptions

* Serve as a liaison to customer regarding all shipment details

* Assist Sales with compiling quotes by providing rates, tariffs, etc.

* Work with Sales on account implementation, ensuring a smooth transition from Sales to Operations

* Ensure GDP-compliance. Maintain the standards of GDP (Good Distribution Practice) in HSV GTW in close cooperation with HSV GTW Healthcare Representative

* Other duties as requested by management

Decision Making Authority

* Cargo release from carriers

* Require documents to support import of freight

* Exception handling by consulting with supervisor

SKILLS & Competencies

* Excellent communications skill

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

* Excellent knowledge of freight forwarding and regulatory requirements with proven track record of two years in the industry

* Knowledge of all Panalpina products

* Thorough and comprehensive knowledge of Panalpina strategy, structure and pricing

* Good judgement skills and ability to make decisions

* Team player

Language skills

* Fluent in English

* Second language, German or Spanish is a plus

Panalpina Inc. is an Equal Opportunity Employer.

Keywords: Panalpina, Inc., Huntsville , Air Import Customer Service Agent, Hospitality & Tourism , Huntsville, Alabama

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