Ocean Customer Service Agent

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 Customer Service Agent to serve as a point of contact for the customer and documentation processing unit, ensuring operational excellence, high productivity and customer satisfaction.

* Receive and validate customer order * Issue shipment handling instructions to Document Processing staff * Reserve file number * File tariff rate if applicable * Arrange for pick-up/transfer of cargo * 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 * Handle and manage all customer contact at file level regarding exceptions * Serve as a liasion between Document Processing and customer regarding all shipment details * Provide accurate job costing forecast * Assist Sales in compiling quotes by providing rates, tariffs, etc. * 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 * 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) * Work with Sales on account implementation, ensuring a smooth transition from Sales to Operations. * Other duties as requested.

**Qualifications:** * At least 2-4 years experience in ocean freight (import and export) * Proficient in MS Office applications **Skills:** * Excellent communication skills * Team player * Strong interpersonal skills to effectively interact with Internal and External Customers * Good judgment skills and ability to make decisions * In-depth know-how of import process * Ability to effectively multi-task * Detail oriented * Excellent application skills and competence * Ability to work in fast paced environment **Languages:** * English