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Job Role
Job Types
Sector
Aircraft type
Customer Service Agent
*
Customer Service Agent
Posted Date
2 hours ago(12/12/2018 3:01 PM)
Job ID
2018-2260
# of Openings
1
Category
Ground Operations
City
Miami
State
FL
Company
Atlas Air, Inc
Overview
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.
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