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Customer Service Representative
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Customer Service Representative
Posted Date
2 days ago(2/6/2019 4:48 PM)
Job ID
2019-2318
# of Openings
1
Category
Sales & Marketing
City
Erlanger
State
KY
Company
Polar Air Cargo
Overview
Represents company in customer interactions and services, such as: Assisting with Sales and Operations’ customer prioritization of freight handling. Assist with customer bookings/forwardings/rate quotes and revenue enhancement.
Responsibilities
* Identifies, researches and, when possible, resolves customer service issues and/or ensures resolution.
* When possible, averts and/or diffuses potential customer problems.
* Identifies and communicates problems in freight allocation and pallet build-up to terminal services and/or management and ensures resolution.
* Assists corporate customer service in research of claims by gathering requested documentation.
* Identifies, contracts customers and books cargo when necessary to fill flights.
* When requested, calculates, analyzes, and provides appropriate spot rates to customers.
* Assists supervisor of customer service in identification of other internal departments’ potential and/or current problems and/or needs relating to customer service and works with departments to resolve.
* Assists sales in determining priorities for freight based on company or management defined parameters.
* Communicates with regional sales manager and terminal service manager on ongoing basis.
* Responds to customers’ questions, problems, requests, and/or complaints.
* Provides assistance in sales, including booking of “light” flights and providing appropriate spot rates to customers.
* Complete flight booking sheets.
* Traces missing cargo and follow-up on tracers.
* Completes sales lead forms and provides to Sales.
* Obtains sales priorities, communicates priorities to terminal services and monitors allocation of freight to flights.
* Provides freight status fax alert and/or customer call back-up support.
* Researches local claims and provides documentation to corporate customer service.
* Creates, maintains, updates and/or utilizes customer and/or freight reports and information in computer database and/or company records.
* Assists Sales by cross-selling, upgrading and increasing existing customer use of Polar Air Cargo.
* Assists Sales by qualifying and selling new account.
* Prepares reports, maintains logs, completes and sends CCA’s and maintains departmental filing.
* Tracks all on forwarded cargo to final destination via aircraft or truck.
* Coordinates truck movements with Terminal Services.
* Creates an environment that encourages team work by:
* Informing supervisor and/or director of customer service of unique or difficult situations;
* Providing ongoing support, assistance and information to customer service staff, and management;
* Maintaining working relationships with employees in other pertinent departments, such as terminal services and sales, to obtain and/or provide information.
* Performs other duties as assigned.
Qualifications
* High school or equivalent work experience.
* Demonstrates proficiency in Paradox, Excel, and Word.
* Demonstrates proficiency with SITA.
* Understands and uses company reports utilized by customer service (e.g. FPS).
* 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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