1-3 years of experience
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Employment Type:
Part time
Job Category:
Customer Service
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Customer Service Agent
Panalpina | Laredo, Texas
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Job Description

Req ID: 145625
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Office Location: Laredo, TX (LRD), United States
Start Date: 08/28/2017

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 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 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
• 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)
• Update Pantrace data on daily basis for KPI performance for BU

• Prepare AES filings and/or Inbond cancellations for air or land freight shipments

• Provide accurate billing and 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.

Decision Making Authority

• Cargo release with carriers
• Require documents to support import of freight
• Exception handling by consulting with supervisor

Qualifications & Skills

• 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 (Import)
• Knowledge of all Panalpina products
• Thorough and comprehensive knowledge of Panalpina strategy, structure and pricing
• Good judgment skills and ability to make decisions
• Team player
• Proficient in Panalpina forwarding and MS Office applications

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