Air Import Customer Service Agent at Panalpina

Cincinnati Loc, OH, US
Req ID: 160700
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Office Location: Cincinnati, OH (CVG), United States
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 80 countries, and employs around 15,000 people worldwide.
Key Tasks:

  • 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 & Competencies:
  • Excellent knowledge of freight forwarding and regulatory requirements
  • 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
  • Excellent communication skills (open and confidential communication style)
  • Ability to solve problems quickly and completely - think in solutions
  • High result orientation and customer focus and customer minded
  • 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

Language Skills:
  • Fluent in English and preferably other languages

Computer Skills:
  • Proficient in MS Office applications

Specifics for Job / Environment

  • Willing to work a regular schedule that may include a weekend day(s)
  • Willing to work overtime as needed
  • Willing to work a flexible schedule, including holidays, when necessary

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