Customer Service Associate

Description

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Northern Air Cargo:(NAC) is a scheduled cargo airline based in Anchorage, Alaska. As the largest all-cargo airline in Alaska, NAC operates aircraft throughout our network. The airline operates out of primary bases at the Ted Stevens Anchorage International Airport. The mission of Northern Air Cargo (NAC) is to provide safe, reliable aviation cargo services for our customers and create a place for employees to build long-term careers.

Benefits:

* Comprehensive insurance programs including medical, dental, and vision
* Company-provided benefits include life insurance, short and long-term disability, and an employee assistance program
* Competitive 401k match program with zero vesting period
* Annual bonus and salary review programs
* Competitive paid time off, personal days, and federal holidays
* Reimbursement benefits like fitness, transportation, and tuition up to $5,250 annually
* Plus many employee discounts with major retailers

POSITION SUMMARY

The Customer Service Representative serves as Northern Air Cargo's primary customer service leader and local resident point of contact in Barrow, Alaska. This part-time role is dedicated to supporting Northern Air Cargo customers, ensuring customer service requirements are met, and representing NAC within the community. In addition, this position supports local philanthropic efforts and helps coordinate responses to community needs aligned with Northern Air Cargo's values.

ESSENTIAL JOB RESPONSIBILITIES

* Serve as the primary local customer service contact for Northern Air Cargo customers in Barrow.
* Coordinate customer inquiries related to cargo acceptance, tracking, delivery coordination, and issue resolution.
* Build and maintain strong relationships with local shippers, consignees, partners, and community stakeholders.
* Act as a liaison between customers, station operations, and corporate teams to ensure timely and accurate communication.
* Monitor customer feedback and service performance; identify trends and recommend service improvements.
* Support and participate in local philanthropic efforts, community events, and initiatives aligned with Northern Air Cargo's values.
* Assist in identifying community needs and coordinating Northern Air Cargo participation or support when appropriate.
* Ensure compliance with company policies, safety standards, and applicable regulations and requirements.
* Maintain accurate records, customer communications, and reporting as required.

QUALIFICATIONS & REQUIREMENTS

* Local residency in Barrow, Alaska required.
* High school diploma or GED required (additional education in business, aviation, logistics, or a related field preferred).
* Three (3) years of customer service, operations, or community-facing experience (aviation, cargo, logistics, or transportation preferred).
* Demonstrated ability to coordinate service activities, lead through influence, and resolve customer issues professionally.
* Proficiency with basic computer applications and the ability to work a flexible part-time schedule as operationally required.
* Must maintain a high degree of confidentiality.

KNOWLEDGE, SKILLS AND ABILITIES

* Customer-focused mindset with strong relationship-building skills within the Barrow community.
* Strong communication, problem-solving, and conflict-resolution skills, both written and verbal.
* Ability to work independently, manage priorities, and maintain professionalism in a part-time role.
* Experience in air cargo, logistics, transportation, or aviation station operations preferred.
* Ability to coordinate across teams to resolve service issues efficiently and accurately.
* Organizational skills with attention to detail in documentation, data entry, and reporting.
* Demonstrated cultural awareness and ability to represent Northern Air Cargo professionally and respectfully.
* Experience supporting or coordinating local community events, volunteering, or philanthropic initiatives preferred.
* Accustomed to using phones, email, text, and customer service or cargo systems; willingness to learn NAC systems and processes.
* Committed to continuous improvement and to supporting community needs aligned with Northern Air Cargo's values.
* Occasionally may require use of personal vehicle during the day for errands, deliveries, or community coordination.
* Verbal communication with external and internal customers required 50%-65% of the time.
* Telephonic communication is conducted approximately 25% - 30% of the time.

PHYSICAL REQUIREMENTS:

* The employee is regularly required to sit and sometimes stand.
* The employee will need to see (including close vision), speak and hear.
* Manual dexterity is required for input into or manipulation of spreadsheets, composing composition and reports, etc.
* The employee must occasionally lift and/or move up to 25 pounds.
* Pushing and/or pulling carts that may weigh 10-15 pounds.
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