Customer Service Agent

Job Description

Main Purpose:To provide an enhanced level of customer service and operational support.Customer Service agents will deal with shipment specific and other service related issues.Main Duties and Responsibilities1. To monitor all inbound and outbound shipments on a daily basis to ensure that shipments are delivered within agreed time frames.2. To advise customers on a daily basis of any services related issues (Customs detentions, eta flights/trucks).3. Working with customers on a daily basis with the aim of developing an excellent working relationship.4. Analysis of repetitive CS / operational problems and escalating to line management for possible service solutions.5. Advise customer latest booking times and documentation required.6. Booking shipment with use of the booking system.7. Supporting other departments within the company - Key Accounts/Transport/Operations and Sales8. Supplying customers with the company Service information9. Preparing and issuing pricing quotations based on requested service requirements10. Potential customer information to be given to the Sales department.General1. Context:Work towards developing a partnership between the company and the Customer by gaining an understanding of the Customer’s specific industry requirements, and the Logistical requirements complexity that this places on the company. The quest for speed, together with specific logistics requirements, has put increased pressure on theCompany to provide high quality Customer solutions.2. Contacts:Extensive contact with Customer Representatives.Extensive contact with local and regional Aviation and other relevant operational locations.Extensive contact with Sales /Operations/Transport divisions of London office.3. Team Interaction:Participate in scheduled team meetings to discuss service performance and concerns.Form working relationships and gain a strong understanding of other departments within the organization.4. Knowledge, Skills and experience:Complete and thorough understanding of Aviation/Airline NetworksExcellent communication skills with the ability to influence others.Excellent problem solving and prioritization skills essential.Flexibility in working hours required.Person SpecificationAttributes Essential Criteria Desirable CriteriaKnowledge- PC/System Literate- Ability to deal with enquiries and day to day issues.- International Logistics knowledge- MultilingualSkills and Abilities- Excellent communication skills- Excellent problem solving and prioritization skills (essential).- Excellent teamwork skills.- Flexibility in working hours required.- Complete and thorough understanding of Aviation/Airline Networks- Excellent communication skills with the ability to influence others.- Ability to use own initiative in order to research and grow professionally, gain extra experienceExperience- Experience of Courier or Freight Industry- Working with key decision makers- Able to influence others to ensure business targets are met- Working within a busy environment.- An understanding of the services provided by Integrators