Customer Service Agent at Panalpina

Los Angeles, CA, US
Req ID: 158508
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Sub-department: [[Air Export]]
Office Location: [[Los Angeles]], United States

Start Date:

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.
We are looking to hire a [[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.


  • Receive and validate customer order
  • Issue shipment handling instructions to Document Processing staff
  • 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
  • Shipment routing
  • Require documents to support export of freight
  • Exception handling by consulting with supervisor


  • 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 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


  • Fluency in English
  • Second language a plus

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