Customer Service Agent​/Admin

• Location 6111 Lockheed Avenue,Anchorage, AK, 99502,United States
• Base Pay $20.00 / Hour
• Job Category Cargo Customer Service, Administration, Aviation
• Employee Type Regular Full Time
• Manage Others No

• Phone
• Email

Job Summary:

Customer Service Agents (CSA) are cross trained to work between the lobby and the warehouse floor. Within the lobby setting CSAs are responsible for providing services including but not limited to, physically weighing, measuring, and labeling small package shipments (50 lbs and under). Within the warehouse environment, they must focus on high-level data entry and shipment manifesting within the Cargo Management System.

CSAs are responsible for ensuring all shipments are processed with high technical accuracy and a helpful, can-do attitude. This role also serves as a brand ambassador who balances a welcoming disposition by maintaining a positive, upbeat, and engaging attitude with customers, fellow agents, and the Cargo team.

Compensation: Starting at $20.00 p/hr
Schedule: M-F 10am - 7pm
Employment Type: Regular Full-Time FLSA Status: Non-Exempt

Essential Functions:

• Respond to customer inquiries regarding company services, regulations, transit information, procedures, and rates in a clear and concise manner via telephone, email, and in-person interactions.
• Act as a liaison for specialized cargo by forwarding charter requests and oversized freight quotes to the Sales department.
• Educate customers on flight schedules, transit times, cutoff periods, and specific shipping requirements to manage customer expectations effectively.
• Support company growth and business development by striving to turn informational calls into shipments and identifying potential sales leads for the Salesteam.
• Provide hands-on training and encouraging support for new hires and cargo personnel to ensure the entire team is successful.
• Manage financial oversight by managing the daily cash drawer with precision, processing payments, and preparing accurate daily sales reports for management view.
• Physically weigh, measure, and apply accurate labels to small package customer freight (50lbs and under) at the lobby counter.
• Accurately quote, rate and generate Air Waybills (AWBs) based on detailed freight descriptions by selecting correct commodity codes and applying the approved rating system. Additionally, verify all required documentation is attached, including Hazmat declarations, permits, invoices, and ensuring every shipment is legally compliant and ready forflight.
• Work directly in the warehouse environment to perform the data entry portions of the shipping process by inputting accurate freight dimensions and weights into the Cargo Management System.
• Manage customer accounts by verifying credit status, monitoring designated in-trays for shipment holds, and ensuring all payment terms are met before releasing or accepting freight.
• Maintain records of payment notes, payment hold notifications and freight pickup notifications in the comments section in the Cargo Management System.
• Maintain strict confidentiality in all aspects related to financial records, customer lists, marketing strategies, or trade secrets.

This job description in no way states or implies that these are the only duties to be performed by this employee. The employee will be required to follow any other instructions and to perform any other duties requested by their supervisor.

Qualifications:

• Valid Driver’s License
• Knowledge of administrative and clerical procedures, work processing systems/software, managing files and records, designing forms and other office procedures and related terminology.
• Ability to maintain confidentiality in all aspects of employment, including file and record maintenance.
• Knowledge of technology used for training purposes or possess an interest in learning the technological methods used in training.
• Requires the ability to understand, retain, and deliver information verbally and written.
• Requires the ability to maintain excellent customer/station agent relations, and to deal effectively with irate customers.
• Requires a courteous, helpful, and poised phone manner and possess excellent interpersonal skills.
• Requires the ability to make determinations quickly and under pressure.
• Requires good organizational attention to detail, and record keeping skills and also the ability to maintain current and updated information. Requires the ability to input and retrieve information from a database.
• Requires the ability to type 45+ wpm, as required by…