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.

Additional Information

Expeditors offers excellent benefits:

• Paid Vacation, Holiday, Sick Time
• Health Plan: Medical
• Life Insurance
• Employee Stock Purchase Plan
• Training and Personnel Development Program
• Growth opportunities within the company