Air Export Customer Service Agent

Req ID: 151837
Job Function: Air Freight
Full-Time/Part-Time: Full-time
Contract Type: Permanent
Job Level: Entry-level

Office Location: Atlanta, GA (ATL), United States

Travel Required:

Start Date:

The Panalpina Group is one of the world's leading providers of supply chain solutions, combining its core products of Air Freight, Ocean Freight, and Logistics to deliver globally integrated, tailor-made end-to-end solutions. The Panalpina Group operates a global network with some 500 offices in more than 80 countries, and employs around 15,000 people worldwide.

We are looking to hire a Air Export Customer Service Agent to process export shipments with high accuracy by using proprietary forwarding applications, ensure operational excellence, high productivity and customer satisfaction.


-Provide accurate, timely, and friendly customer service to offices and/or agents via phone, fax, e-mail, as required.

-Receive booking requests in AirWarder or as per E-mail and provide confirmation of bookings to the Business Units

-Arrange booking with the air carrier according to the request by the BUs

-Process shipments:

-check documents received by the BUs and review for accuracy according to export/destination compliance (e.g. HAWB, DG certificate etc.)

-communicate final shipment details (i.e. volume, weight, pieces etc.) to the air carrier.

-prepare the MAWB final manifest as per current TACT rules

-send correct and on-time FWB/FHL message to the carrier.

-prepare document pouch (including MAWB, manifest, TSA letter Load guide, labels etc.)

-Comply with current TSA requirements (known/unknown shipper program, cargo screening etc.)

-Follow the company’s Sub-Contractor management policy (e.g. select trucking companies and air carriers)

-Send pre-alerts to origin and destination stations (make use of PA e-file application)

-Arrange accurate and timely invoicing (e.g. consol split)

-Achieve maximum Consol Benefit by combining volume and dense cargo and instruct warehouse to build ULDs whenever possible

-Arrange on-time delivery to the air carrier before closing date (airport transfer)

-Follow up with the air carrier for on-time departure and update Pantrace (Track&Trace)

-Record incidents through IHT (Incident Handling Tool) e.g. delays, damages, etc.

-Provide ad-hoc rates upon request

-Ensure proper completion of all accounting procedures and data entry (Job costing and Shipping Run Closing)

-Meet specific export KPIs

-Other duties as requested


-Excellent and thorough knowledge of Air Export environment and its regulations

-In-depth knowledge of air export processes

-College degree preferred


-Excellent communication and people skills

-Strong customer service orientation

-Proficient in Panalpina forwarding and MS Office applications

-Detail oriented

-Ability to multi-task in a fast-paced environment

-Team player


-Multi-lingual a plus

Specifics for Job / Environment

-Willing to work weekend schedule such as Tuesday-Saturday

-Willing to work on holidays

-Willing to work overtime when needed


Full time
Atlanta, Georgia 30301, US