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Air Export Customer Service Agent (STL-150811)) at Panalpina in St. Louis, MO

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Req ID: 150811
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Regular Employment
Job Level: Entry-level
Department: Air Freight

Sub-department: Customer Service

Location: St. Louis, MO

Full time/Part time: Full time

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining intercontinental Air and Ocean Freight with comprehensive Value-Added Logistics Services and Supply Chain Services. We operate a global network with some 500 branches in more than 80 countries, and employ approximately 15,000 people worldwide.

We are looking to hire a Air Export Customer Service Agent to serve as a point of contact for customers, document preparation teams and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.


Contact internal and external customers via email / phone and validate orders

• Answer all customer inquires in accordance with the Customer Service Policy standards

• Complete customer and sales team quotes, RPP & RFQ and escalate to supervisor to validate rate offering if shipment quote is in excess of 500 Kgs

• Maintain knowledge of current air freight and inland market rates, and quote customers accordingly

• Quote requests to/from Gateway

• Green light emails and releases to/from PA Destinations where required

• Handle initial customer claims and escalate to Supervisor when required

• Schedule cargo Pick Up

• Enter Pick up into ExWorks

• Send Gateway Huntsville and Miami daily truck totals and estimates by 12:00 daily

• Set up shell file with file number and HAWB & shipper FOS code

• Complete Customer Service Check List and communicate shipment handling instructions to the Document Preparation team

• Review documentation against Shipper's Letter of Instruction (SLI) and/or Letter of Credit for accuracy

• Arrange for legalization of documents and / or inspection (if necessary)

• Pass file to Document Preparation Team

• Track & relay COB and NOA information to internal and external customers

• Upload Internal and External customer Contracts, SOP, POA & Consent to Screen documentation

documentation into Profile

• Further increase internal and external customer satisfaction and business share through proactive and regular contact and report any defects in process to supervisor

• Establish customer communication preference and communicate to sales and supervisors to add to SOP, i.e., phone, e-mail, fax, visit

• Handle and manage all customer contact at file level regarding exceptions and escalate to supervisor when required

• Provide accurate job costing on inland or third party costs

• Work with Sales on account implementation, ensuring a smooth transition from Sales to Operations

• Record process defects in Incident Handling Tool

• Ensure GDP-compliance. Maintain the standards of GDP (Good Distribution Practice) in CHI Air Product in close cooperation with CHI Healthcare Representative.

• Other Duties as assigned


• Full understanding of the responsibilities and operation know how of Document Preparation & Processing

• Excellent knowledge of freight forwarding and regulatory requirements with proven track record of 2 years Air Export experience or 4 years of industry experience


• Excellent communication skills

• Strong interpersonal skills to effectively interact with supervisors, counterparts and internal service providers

• Good judgment skills and ability to make tactical decisions

• Team player

• Ability to effectively multi-task

• Detail oriented

• Ability to work in fast paced environment

• IATA DGR Certification preferred; If certification is not had, then first available initial or recurrent training course must be passed in order to maintain employment


• English

Specifics for Job / Environment

• Office Environment


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