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Ocean Import Customer Service Agent
Panalpina | Dallas, Texas
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Job Description

Req ID: 143014
Job Function: Ocean Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Entry-level
Office Location: Dallas, TX (DAL), United States
Start Date: 05/08/2017

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 Ocean Import Customer Service Agent to


• 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
- 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)
- Provide accurate job costing forecast
- Handle and manage all customer contact at file level regarding exceptions
- 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.


• High School diploma or equivalent
• Minimum of 3 to 5 years freight forwarding experience
• Proficient in import/export regulatory documentation requirements
_ Working knowledge of ocean import/export product


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 3 years in industry (Ocean freight, road transport, import requirements)
- 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


• Must be able to communicated effectively in English in a professional business environment

Specifics for Job / Environment

• Ability to work in a fast paced environment
• Due to fluctuating customer and business requirements must be willing to frequently work overtime, including holidays and weekend

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