Ocean Freight 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 Customer Service Agent in our growing Ocean Freight team to serve as a point of contact for the customer and documentation processing staff, ensuring operational excellence, high productivity and customer satisfaction.

* 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 * Issue shipment handling instructions to Document Processing staff * Answer all customer inquiries 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 * 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) * Provide accurate job costing forecast * Handle and manage all customer contact at file level regarding exceptions * Serve as a liaison between Document Processing and customer regarding all shipment details * Assist Sales in compiling quotes by providing rates, tariffs, etc. * Work with Sales on account implementation, ensuring a smooth transition from Sales to Operations * Other duties as requested

**Skills & Requirements:** * Education level in Forwarding and Business Administration preferred * Excellent knowledge of freight forwarding and regulatory requirements with proven track record of in industry Import) * Industry experience (minimum 2 years) * Excellent communication skills * Strong interpersonal skills to effectively interact with Internal and External Customers * Good judgment skills and ability to make decisions * Proficient in Panalpina forwarding and MS Office applications * High result orientation and customer focus and customer minded * Ability to solve problems quickly and completely - think in solutions * Team driven and good motivator * Able to empathize with client and represent client’s needs effectively to project team and management * Flexible and able to work under pressure * Good communication skills (open and confidential communication style) * Organizational skills (prioritize, plan, assign, control) * Act as a role model for Corporate Values and fully adheres to the Code of Conduct **Language Skills:** Fluent in English, second language a plus