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Customer Service Agent, Air Import

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POST DATE 8/23/2016
END DATE 4/21/2017

Panalpina, Inc. Secaucus, NJ

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



* 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

SKILLS & Requirements:

* Excellent knowledge of freight forwarding and regulatory requirements with proven track record of in industry Import)
* Able to empathize with client and represent client s needs effectively to project team and management
* Strong interpersonal skills to effectively interact with Internal and External Customers
* Act as a role model for Corporate Values and fully adheres to the Code of Conduct
* Good communication skills (open and confidential communication style)
* Ability to solve problems quickly and completely bring forward solutions
* Education level in Forwarding and Business Administration preferred
* High result orientation and customer focus and customer minded
* Proficient in Panalpina forwarding and MS Office applications
* Prior experience in Luxury Brand customer service, is a plus
* Organizational skills (prioritize, plan, assign, control)
* Good judgment skills and ability to make decisions
* Flexible and able to work under pressure
* Industry experience (minimum 2 years)
* Team driven and good motivator
* Excellent communication skills

Panalpina is an Equal Opportunity/Affirmative Action Employer