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

Req ID: 145389
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Entry-level
Office Location: El Paso, Texas

Start Date: June 12, 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 Air Export, 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
• Shipment routing
• Require documents to support export of freight
• Exception handling by consulting with supervisor
• Other duties as requested

• Excellent communication skills
• 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
• Proficient in Panalpina forwarding and MS Office applications


• Good judgment skills and ability to make decisions
• Team player
• Strong interpersonal skills to effectively interact with Internal and External Customers
• Customer focused
• Analytical skills
• Able to work in a diverse environment and culture

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