Air Import Customer Service Agent

Job Description

Scope of Position: Provide exceptional customer support for air import shipments, ensuring timely updates and resolution of service issues.

• Act as the primary point of contact for customers regarding air import shipments.
• Provide proactive status updates and respond to inquiries promptly.
• Coordinate with operations, carriers, and customs brokers to resolve service issues.
• Handle escalations and communicate solutions effectively.
• Maintain accurate records of customer interactions and shipment details.
• Support continuous improvement initiatives for customer experience.

Position

Schedule:

Monday-Friday 08:00 AM – 05:00 PM

• Ensure smooth and timely freight flow
• Ensure accurate and timely data entry into our invoice / operating system
• Complete billing reports on daily basis (INB, F2F, FDS, Settlement Report)
• Ensure documents are timely sent to customer or broker for customs purposes
• Ensure timely delivery/dispatch of freight to customers for Import shipments
• Use Air Import Workflows on daily basis
• Interact with our customers in arranging their international shipments, meeting customer service standards
• Follow up on customer emails showing exceptional customer service
• Contribute to maintain strong relationships with suppliers (airlines, trucking companies, and others)
• Ensure compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer's policies / requirements.
• Understand department process flow, constantly looking for areas of improved efficiency
• Ensure all customers' standard operating procedures are followed and updated
• Meet KPI standards, as per the company procedures
• Overseas communications, timely responses to emails and requests (internal and external)

Qualifications

• High School Degree or equivalent required
• Successful candidates must pass a background check
• Must be legally authorized to work in the United States
• Must not require future sponsorship for employment visa
• Fluent in English, both written and verbal
• Must have the ability to work overtime in support of the department’s needs
• Must be able to commute to the city of Hawthorne, CA
• Comfortable with numbers and basic mathematical skills
• Comfortable working in a professional business environment

• Associates or Undergraduate Degree Preferred
• Good computer skills (Word, Excel, and familiarity with PowerPoint)
• Ability to multi-task and prioritize throughout the workday while remaining focused and organized
• Demonstrated ability to be proactive in thought and action
  
  Strong organizational skills
• Analytical with a strong attention to detail
• Effective interpersonal skills, including proven ability to listen, comprehend, effectively communicate clearly and concisely to obtain positive results
• Ability to work independently and in a collaborative team environment
• Willing to pitch in and help on last minute projects or assist team members
• Excellent written, verbal, and interpersonal communication skills
• Has a demonstrated strong work ethic, and reliability
• Strong communication and problem-solving abilities.
• Knowledge of air import processes, documentation, and regulations.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with conflict resolution skills.
• Proficiency in tracking systems and MS Office tools.

Additional Information

• Supervisor and Manager

• Paid Vacation, Holiday, Sick Time
• Health Plan:
  Medical, Prescription Drug, Dental and Vision
• Life and Long Term Disability Insurance
• 401(k) Retirement Savings Plan (US only)
• Employee Stock Purchase Plan
• Training and Personnel Development Program

All your information will be kept confidential according to EEO guidelines.

The hourly rate for this position is $19-$28 per hour

$19-$19