Air Import & Export Customer Service Agent

Job description

Ensure timely and accurate movement of freight and information, while providing exceptional customer service. Support the department strategy on a local level Offer best in class customer service Tasks and Duties This section lists job-specific tasks and duties, such as the ones listed below, that are completed on a regular basis by the employee as noted in the OPS-Operational Performance Standards.

Operations, Customer and Finance

Receive documents, prepare shipments, route shipments, manage freight receipt, process shipments and monitor shipments Ensure smooth and timely freight process flow, managing day-to-day operations. Ensure accurate and timely data entry into our operational system. Track and Trace Air Export Files and reporting to ensure total customer satisfaction. Track and trace Air Import files as required (internally or externally, via phone, website tracking or others).

Understand department process flow and look for best practices to improve operational efficiency and productivity. Coordinate and negotiate rates with our contracted vendors in procuring space and services. Prepare various documents for international transportation for air Exports. Ensure timely delivery of freight to customers for Import shipments. Ensure documents are checked and proofed for accuracy and alignment to customer and local requirements.

Ensure documents are sent to customer or broker for customs purposes on a timely matter. Ensure arrival notices are communicated to customers and other interested parties as necessary, on a timely matter. Ensure accurate and timely invoices to customers and/or other interested parties. Interact with our customers in arranging their international shipments, meeting customer service standards. Contribute to maintain strong relationships with vendors (airlines, trucking companies, and others).

Always ensure adherence to regulations internal and external in accordance with government regulations. Always keep account reports current for Import and Export. Ensure all customers standard operating procedures in place and updated in Customer SOP. Meet KPI standards in accordance with the Company’s procedures and customers’ expectations Overseas communications, timely responses to emails and requests (internal and external) Daily review of operational reports and transit reports and work with team on updating events for both Export and Import.

Adhere to compliance to Air Lateral for Air Export and Import. Daily review of SHIPMENTS LOGGED ELECTRONICALLY Report Weekly review of CONSOLS NOT SETTLED Report Daily review of AIR WORKBOARDS, WORKFLOWS, DASHBOARDS and STATUS Reports. Ensure company credit procedures are followed and utilized effectively. Ensure local requirements for Air Shipments are met at all times (local regulations, local manifests, documents and stamps) Escalation of problems to Management when necessary.

Meets company standards of 52 hours training per year per employee. Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.

Sales/ Retention

Assist the product leader in timely responding to requests for information and with market competitive pricing matching the scope of service required by the customer. Participate in the transition of new business/ updates to existing business. Assist in retention calls and complete customer reviews with your regular customers to document in the CRM Any other task as requested by product leader.

Qualifications

This section lists desired qualifications for the job

Global logistics industry knowledge Excellent understanding of Air documents, Air Market (including but not limited to airlines, air news, etc) Good computer skills (e.g., MS Excel, MS Word and other MS Tools) Expeditors training and company policies. Expeditors services, systems and procedures. IATA Certification (preferred). Effective interpersonal skills, including proven abilities to listen, comprehend, and effectively communicate clearly and concisely to obtain positive results.

Listening skills Written and verbal communication skills Fluent in English is a must. Pro-active, strong organizational skills. Emotional intelligence Analytical thinking Problem solving Adhere to the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.