Import, Customer Service Agent

To serve as a point of contact for the customer, overseas Panalpina offices, gateways as well as DOCP. This will ensure operational excellence, high productivity and customer satisfaction at file level for all import shipments.

? Serve as a liason between DOCP and Customs clearance regarding all shipment details.
? Open Master and House files.
? Provide Transfer Sheet (TS), Documentation Check Sheet (DCS) and Job Costing Sheet (JCS) to DOCP.
? Ensure customer satisfaction and retention by answering all customer inquires within the same day whenever feasible or within 24-hours of inquiry, including exceptions, rates, other fees and track & trace.
? Further increase customer satisfaction and business share through proactive and regular contact. Establish customer?s communication preference (i.e., phone, e-mail, fax, visit).
? Communicate with and ensure release of the freight from ocean/air carriers.
? Arrange for pick up of cargo from carrier location.
? Notify customer / broker of arrival and charges and notify PGA of arrival (if required).
? Arrange transportation of freight to consignee destination.
? Provide accurate job costing forecast.
? Other duties as requested.

? Excellent communication skills.
? Strong interpersonal skills to effectively interact with Internal & External Customers
? Excellent Freight Forwarding knowledge and Customs requirements with proven track record of 2 years in industry.
? Knowledge of all Panalpina products.
? Thorough and comprehensive knowledge of Panalpia strategy, structure and pricing.
? Good judgment skills and ability to make decisions.
? Team player.
? Proficient in Panalpina customer service application.


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