Air Import, Customer Service Agent

Air Import, Customer Service Agent

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. Expeditors offers excellent benefits including 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.