Customer Service Agent

Represents Company in customer interactions and services, such as: Assisting with customer requests or inquires, freight tracing, follow up on discrepancies, resolve service issues locally and provides support to Latin America Stations.

Responsibilities:

• Identifies researches and, when possible, resolves customer service issues and/or ensures resolution.
• When possible, averts and/or diffuses potential customer problems.
• Responds to customers’ questions, problems, requests, and/or complaints; points and escalates matters to the Operations Manager for resolution.
• Follows up on Discrepancies and reporting.
• Researches local and Regional claims and provides supporting documentation to claims department.
• Creates, maintains, updates and/or utilizes customer and/or freight reports and information in computer database and/or company records for all discrepancies.
• Assists Operations Manager with departmental functions as required.
• Prepares reports, maintains logs, completes and follows up with claims department and Ground Operations, making sure all information is complete and filed.
• Collaborates with Sales team regarding claims, problems or complaints due to mishandling of cargo.
• Coordinates truck movements or bookings with Road Feeder Service (RFS) and carriers. Oversees and tracks all cargo that is transported via truck from the station.
• Oversees the entire process of interline shipments; ensuring punctuality of transactions.
• Creates an environment that encourages team work by:
• Informing supervisor and/or Direct Manager of customer service of unique or difficult situations;
• Providing ongoing support, assistance and information to management;
• Maintaining working relationships with employees in other pertinent departments, such as Terminal Services, Sales and Claims to obtain and/or provide information.
• Performs other duties as assigned.

Qualifications:

• High school or equivalent work experience.
• Demonstrates proficiency in Excel, and Word.
• Understands and uses company reports utilized by Ground Operations.
• Applies interpersonal, communication, and telephone skills.
• Uses ability to track and coordinate multiple issues simultaneously.
• Applies decision making skills.
• Applies conceptual and problem solving skills.
• Applies understanding of aircraft cargo loading capacities.
• Understands and adheres to company policies and procedures.
• Applies understanding of air cargo industry and competition.
• Three years airline customer service or cargo-related experience.

PC experience.