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Air Import Customer Service Agent

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POST DATE 9/2/2016
END DATE 10/13/2016

Panalpina, Inc. Boston, MA

Boston, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)


REQ ID: 132499
CONTRACT TYPE: Regular Employment
JOB LEVEL: Professional

* 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/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 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 & Requirements:

* Education level in Forwarding and Business Administration preferred
* Excellent knowledge of freight forwarding and regulatory requirements with proven track record of in industry Import)
* Industry experience (minimum 2 years)
* Excellent communication skills
* Strong interpersonal skills to effectively interact with Internal and External Customers
* Good judgment skills and ability to make decisions
* Proficient in Panalpina forwarding and MS Office applications

* High result orientation and customer focus and customer minded
* Ability to solve problems quickly and completely - think in solutions
* Team driven and good motivator
* Able to empathize with client and represent client s needs effectively to project team and management
* Flexible and able to work under pressure
* Good communication skills (open and confidential communication style)
* Organizational skills (prioritize, plan, assign, control)
* Act as a role model for Corporate Values and fully adheres to the Code of Conduct

Panalpina is an Equal Opportunity/Affirmative Action Employer